Dialing a VOIP telephone number subject to an autodialer prohibition in a contact center

ABSTRACT

A contact center dialing a telephone number to a party, such as a debtor, may discover that the number is a VoIP number and subject to a prohibition of being autodialed. In other embodiments, a number that was subject to the prohibition of being autodialed is now discovered to no longer be subject to such prohibition. Various mechanisms defined indicate how such a prohibition associated with the number may be indicated in a dialing list and how various contact center architectures may be used to process the dialing list. In one embodiment, separate sub-systems are used to dial separate dialing lists based on whether the number is to be manually dialed or dialed using an autodialer. In another embodiment, another architecture is used to process an integrated dialing list to determine whether a number, such as a VoIP number, is to be manually dialed or autodialed.

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.14/682,337, filed on Apr. 9, 2015, which in turn is a continuation ofU.S. patent application Ser. No. 14/535,620 filed on Nov. 7, 2014, nowU.S. Pat. No. 9,036,811, which in turn is a continuation-in-part of U.S.patent application Ser. No. 14/494,171, filed on Sep. 23, 2014, now U.S.Pat. No. 9,037,119, which in turn is a continuation-in-part of U.S.patent application Ser. No. 13/958,011, filed on Aug. 2, 2013, now U.S.Pat. No. 8,989,814, which in turn is a continuation of U.S. patentapplication Ser. No. 13/902,130, filed on May 24, 2013, now U.S. Pat.No. 8,738,076, that claims priority to U.S. Provisional PatentApplication 61/813,713, filed on Apr. 19, 2013, the contents of each areincorporated by reference for all that they teach.

FIELD OF INVENTION

This disclosure generally relates to concepts and technologies fororiginating a call by a contact center to a particular type of numberwhile complying with regulatory requirements.

BACKGROUND

Contact centers originating calls must comply with the TelephoneConsumer Protection Act (“TCPA”, see 47 U.S.C. § 227) that regulatesoriginating calls using certain types of equipment. Specifically, theTCPA prohibits using an automated telephone dialing system(“autodialer”) under certain conditions (e.g., without prior expressconsent) to place a call to any telephone number assigned to a pagingservice, cellular telephone service, specialized mobile radio service,or other radio common carrier service, or any service for which thecalled party is charged for the call. Thus, if a particular telephonenumber is subject to the TCPA's prohibition of using an autodialer, acontact center should manually dial the number until express writtenconsent is provided by the called party to receive calls at that number.Once consent has been provided, the contact center may then use anautodialer to dial the number. Telephone numbers that are commonlysubject to the TCPA include wireless numbers and landline numbers tiedto measured service in which the parties associated with these numbersare charged for usage, such as the number of minutes used in receivingand placing calls associated with these numbers.

With that said, in various circumstances, a contact center attempting toreach an individual may discover the individual is using a telephonenumber that has been assigned to a paging service, cellular telephoneservice, specialized mobile radio service, or other radio common carrierservice, or any service for which the called party is charged for thecall. In some instances, certain aspects of the telephone number may beknown prior to dialing. For example, it may be known, or it may bereadily ascertainable, that the number is assigned to a cellulartelephone service. There are various service providers that provide thisinformation upon request. However, other numbers may be associated witha service for which the called party is charged for the call that cannotbe readily ascertainable. For example, a wireline (e.g., a.k.a.landline) telephone number may be associated with a billing plan wherethe subscribed is charged on a per-call basis in some manner. This isreferred to herein as a “measured-service” rate plan. It may bedifficult to ascertain prior to calling the number that the number isassociated with such a rate (billing) plan. However, once this is known,or until this is known, the contact center may chose to follow certainprocedures to ensure the number is not dialed using an autodialer.

Thus, a need in the industry exists for ensuring that compliance-relatedregulations and policies are adhered to by the contact center while alsocomplying with the TCPA mandate that prohibits using an “autodialer” tocall certain numbers without prior express consent. It is against thisbackdrop that the concepts and technologies disclosed herein arepresented.

BRIEF SUMMARY

Technologies are generally presented herein pertaining to systems andmethods for processing one or more dialing lists by a contact centercontaining numbers that may be subject to processing under certainregulatory requirements. In particular embodiments, the contact centermanually dials telephone numbers, which may include numbers that aresubject to the TCPA, until those numbers have been confirmed and/orconsent has been obtained for calling those numbers to contact theparties reached, e.g., the intended parties. Once confirmation and/orconsent have been obtained, those numbers may then be dialed using anautomated dialing technique. Depending on the embodiment, the contactcenter may use a single dialing list or dual dialing list, whereinnumbers subject to the TCPA's dialer prohibition are segregated fromnumbers that are not subject to the prohibition. Accordingly, in variousembodiments, different contact center architectures may be used forprocessing the single or dual dialing lists.

The subject matter disclosed herein may be implemented as acomputer-controlled apparatus, a computer process, a computing system,or as an article of manufacture such as a non-transitory computerreadable storage medium. These and various other features will beapparent from the following Detailed Description and the associateddrawings.

This Summary is provided to exemplify concepts in a high level form thatare further described below in the Detailed Description. This Summary isnot intended to identify key or essential features of the claimedsubject matter, nor is it intended that this Summary be used to limitthe scope of the claimed subject matter. Furthermore, the claimedsubject matter is not limited to implementations that address any or alldisadvantages noted in any part of this disclosure.

BRIEF DESCRIPTION OF THE DRAWINGS

Reference will now be made to the accompanying drawings, which are notnecessarily drawn to scale, and wherein:

FIG. 1 shows one embodiment of a process flow used by a contact centerfor determining when to obtain a skip-trace number.

FIG. 2 illustrates at a high level the concept of segregating anintegrated dialing list that includes skip-trace numbers and/or numberssubject to the TCPA dialer prohibition into two separate dialing lists.

FIG. 3 illustrates one embodiment of a process flow for processing anintegrated dialing list to produce the two separate dialing lists andthen using the dialing lists.

FIG. 4 illustrates one embodiment of a process flow for processing anintegrated dialing list comprising a field indicating whether the numberis subject to the TCPA dialer prohibition.

FIG. 5 illustrates one embodiment of an architecture in a contact centerfor processing two dialing lists, namely a first sub-system for dialinga first dialing list comprising confirmed skip-trace numbers and asecond sub-system for manual dialing of a second dialing list comprisingunconfirmed skip-trace numbers.

FIG. 6 illustrates one embodiment of the concept for integrating apredictive dialing list with a manual dialing list to produce an updatedpredictive dialing list.

FIG. 7 illustrates one embodiment of a process flow for processing theupdated predictive dialing list.

FIG. 8 illustrates one embodiment of the concept of modifying records inan integrated dialing list to accommodate numbers indicated as subjectto the TCPA dialer prohibition.

FIG. 9 illustrates one embodiment of a process flow for processing anintegrated dialing list including numbers indicated as subject to theTCPA dialer prohibition.

FIGS. 10A-10E illustrate various embodiments of a contact centerarchitecture for dialing numbers using a single dialing list comprisingnumbers which may or may not be subject to the TCPA dialer prohibition.

FIGS. 11-12 illustrate embodiments of process flows associated withprocessing a single dialing list.

FIGS. 13A-13B illustrate the concept of multiple agent groups and queuesfor processing numbers by a dialing list processing module incorporatedinto a system for practicing the concepts and technologies disclosedherein.

FIG. 14 illustrates a high level process flow of a fetch procedure forprocessing records in a dialing list.

FIG. 15 illustrates an embodiment of a high level architecture of aprocessing system for practicing the concepts and technologies disclosedherein.

FIGS. 16A-16E represent a table of various indicator values associatedwith a number.

Finally, the drawings found in the aforementioned referenced patentapplications are incorporated by reference.

DETAILED DESCRIPTION

Various embodiments for practicing the technologies disclosed herein aredescribed more fully hereinafter with reference to the accompanyingdrawings, in which some, but not all embodiments of the technologiesdisclosed are shown. Indeed, the embodiments disclosed herein areprovided so that this disclosure will satisfy applicable legalrequirements and should not be construed as limiting or precluding otherembodiments applying the teachings and concepts disclosed herein. Aswill be evident, there are a number of variations on the embodimentsdisclosed herein, but which are based on similar concepts and goals.Like numbers in the drawings refer to like elements throughout.

Glossary

The following terms are to be given the following meanings when used inthe appropriate context. For example, the word “number” may be used inthis specification to mean a telephone number, but in another contextmay have a different meaning, e.g., to refer to a specific amount, asopposed to meaning a “telephone number.” Further, the terms definedherein are not necessarily applicable to the parent patent applicationsfrom which priority is claimed or which are incorporated by reference.Examples included in a definition are not intended to be exclusive, butillustrative.

ADS—(automatic dialing system) a computer-based processing system usedin a contact center for originating automatically dialed calls.

Autodialer—a specific type of ADS that comports with the definition ofthe same as defined in the TCPA.

Agent—an employee in a contact center employed to handle communications.An agent typically will handle voice communications, but may handleother forms of communication as well.

Automatically Dialed—a call originated without direct human interventionas opposed to being manually dialed. Typically, an ADS may be used tooriginate automatically dialed calls.

Calling Record—a record in a dialing list. See “record.”

Calling Window—a period of time during which calls may be made to anindividual. In some instances, regulations may define the earliest andlatest times for certain types of calls to an individual. The time isdetermined by the individual's local time.

Contact Center—a business entity engaged in receiving and/or originatingcommunications to individuals or other businesses, wherein thecommunications have a common purpose (e.g., customer service, debtcollection, telemarketing, taking reservations, etc.).

Current Number—a telephone number that is presently associated with anindividual.

Confirmed Number—a telephone number that has been confirmed in someaspect. This would include, but is not limited to, a number that isdetermined to be associated with a particular individual.

Consent—authorization provided by an individual associated with atelephone number to receive calls on that telephone number.

Dialing List—a set of calling records used by an ADS when originatingcalls from a contact center.

Disposition Code—information associated with a call processed in acontact center describing an aspect, outcome, or characteristic of thecall.

Dispositioning the Call—the act of an agent or a system providing adisposition code.

[ . . . ] Indicator—data indicating the specified information. In thecontext of a database record, this may be a portion of, or the entirefield, in the record conveying the specified information.

Manually Dialed—a call originated as a result of human intervention,which may encompass an agent indicating each digit of a telephone numberon a communications device of some form.

Measured Service (a.k.a. “metered service” or a “measure service rateplan”) A telecommunication service associated with a telephone numberwherein the called party is charged for the call in some fashion (a.k.a.“rate plan”). This may include billing arrangements where the calledparty pays on a “per-call” or “per-minute” basis. This may also includecapped arrangements, where the called party pays based on exceeding anumber of minutes of use associated with an incoming call or exceeding anumber of incoming calls.

Number—a telephone number, including those which conform to the E.164numbering plan.

Obsolete Number/Relinquished Number—a number that was previouslyassociated with an individual, wherein calls to that number wouldpreviously reach the individual, but wherein the number is no longerassociated with that individual due to various reasons, including, forexample, the number being disconnected for termination of service.

Predictively Dialed (also, predictive dialing)—a dialing technique usedby an ADS in a contact center wherein multiple calls may be initiatedwith the expectation that one or more of the calls will be answered andconnected to available agents.

Record—a collection of data in a database associated with a commonaspect; in the context of a dialing list, a record may represent acollection of data for a particular individual or account.

Skip-trace Number—a number purported to be currently associated with aparticular individual. In many instances, but not all, the individualmay be a debtor who is not current with one or more debt payments. Askip-trace number implies an obsolete number for the particularindividual is known.

Telephone Device—any one of the various forms of telephony devices tocommunicate via voice, including a conventional telephone, dial pad,headset, and a soft-phone. A telephone device may encompass a smartphone used by an individual, and may have capabilities for sending atext message.

Service Concepts

A typical application of skip-trace numbers can be found in thedebt-collection industry. A debt collector may have a telephone numberof a debtor, but that number may have been disconnected or reassignedmaking that number obsolete, e.g., no longer associated with the debtor.Thus, using that number to attempt to reach the debtor may result in thecalling party hearing a disconnect announcement or reaching a differentparty, if that number has been reassigned. Specifically, an obsolete orrelinquished number is no longer useful for reaching the intended party,which in this instance, is the debtor.

In some circumstances, the debt collector may enlist the services of askip-trace vendor, who provides a purportedly current telephone numberof the debtor. The debt collector may provide to the skip-trace vendoridentifying information regarding the debtor such as, for instance,name, personal identifying information, current or previous knownresidence, prior known telephone number, etc. The skip-trace vendor mayuse this information to confirm a current telephone number for thedebtor.

Accordingly, the skip-trace vendor either ascertains a current telephonenumber for the debtor and provides it to the debt collector or informsthe debt collector that a current telephone number cannot be found.However, the skip-trace vendor may occasionally provide the debtcollector with an incorrect number. For example, the skip-trace numbermay correspond to a different individual with the same name or theskip-trace number may have been associated with the debtor at one time,but has since been reassigned to someone else. Further, given theprevalence of mobile phones, it is frequently the case that a skip-tracenumber is a wireless number. For example, the debtor may be using apre-paid cell phone that may have been allocated a new number when it ispurchased and activated.

Once obtained, the debt collector may add the skip-trace number to adialing list that is processed by an ADS using an automated dialingtechnique of some form, although the ADS may or may not be considered an“autodialer” as defined by the TCPA. That is to say that although theTCPA includes a definition of an “autodialer,” this term has beenvariously interpreted by district and state courts, as well as by theFederal Communication Commission's regulations. As a result, thesevarious interpretations of the term “autodialer” are somewhatinconsistent with each other and have led to confusion on whether aparticular implementation of an ADS is considered an “autodialer” underthe TCPA.

With that said, an ADS may also manage compliance with various commonlyknown requirements that contact centers must abide with, such asensuring compliance with calling windows. Calling windows are the timesduring the day (based on the called party's local time) in which acontact center is allowed to, or attempts to, originate certain types ofcalls. For example, certain calls made be subject to federal regulationswhich limit the calls to occur between 8:00 a.m. and 9:00 p.m., localtime of the called party. In addition, an ADS may also perform variousmanagement and other related functions to ensure the contact center isoperating efficiently. For instance, the ADS typically handles aplurality of agents engaged in one or more outbound campaigns. Anoutbound campaign can be described as a common purpose for placing aplurality of outbound calls. For example, an outbound calling campaignmay be conducted to solicit donations for a particular charitableorganization. The ADS manages the campaign and maintain records ofnumbers dialed, the call outcome, etc. Finally, it may also be helpfulto indicate what an ADS is not. A mobile device designed to accommodatea single user (e.g., a cell phone, smart phone, or cellular equippedtablet) is not an ADS.

In some instances, using an ADS to dial a skip-trace number may presenta potential liability for the debt collector. For instance, if theskip-trace number is incorrect (e.g., it is not associated with theintended individual), then the party reached most likely did not provideprior express consent to be called using an ADS. Thus, in this instance,if the ADS is considered an “autodialer” under the TCPA and theskip-trace number is assigned to a service for which the recipient ischarged for the call or the number is associated with measured service,then the debt collector may have violated the TCPA. In another instance,the skip-trace number may be associated with the intended party (thedebtor), but the number may also be associated with a measured servicerating plan (e.g., for which the recipient is charged for the call). Ifthe recipient has not provided express consent to be called on thisnumber, the debt collector may have again violated the TCPA.

It is not entirely clear from current regulations whether the debtor'sprior consent to be called on a previous number carries forward to a newwireless number obtained by the debtor or applies to another wirelessnumber used or assigned to the debtor. Other variations are possible.For example, a person may have two cellular phones in which one phone isassociated with his work and other phone is personal. The person mayprovide consent to be called on one number (his personal phone), but noton the other number (his work phone), or the person may have providedlimited consent, or consent for a limited time for calling one of thenumbers.

Accordingly, to minimize potential liability, a debt collector maymanually dial a skip-trace number, particularly if the number appears tobe assigned to a measured service rate plan for which the recipient ischarged for each call, until the debt collector has confirmed it isappropriate to use an ADS to dial the skip-trace number. Depending onthe circumstances, such confirmation may involve confirming theskip-trace number is truly associated with the debtor, confirmingwhether the skip-trace number is associated with a measured service rateplan for which the debtor is charged for a call, and if so, confirmingthe debtor has provided consent to be called on the skip-trace number.Thus, in various embodiments, until such a confirmation has occurred, askip-trace number should not be dialed using an ADS but should bemanually dialed instead, such as described in the aforementioned U.S.patent applications. Similar treatment may be accorded to other numbers,such as landline numbers that potentially may be metered servicenumbers.

Similarly, a wireless number for which consent has not been obtained maybe similarly treated. That is, the wireless number is manually dialeduntil it is confirmed, and/or consent has been obtained. At that point,the wireless number may be dialed using as ADS.

For purposes of clarity, the example used herein refers to a debtcollector initiating a call to a debtor, and it is possible that thedebt collector may contract with a contact center or other third partyto originate the calls to collect the debt, or the debt collector mayactually operate the contact center. Reference to a debt collectorshould therefore be understood to encompass either case as well as othervariations. Consequently, the terms “debt collector” and “contactcenter” may be used interchangeably in certain contexts in the examplesprovided herein, but these terms are intended to be distinct when usedin the claims.

A contact center typically dials a set of telephone numbers in a dialinglist in order to attempt to contact debtors. This dialing list largelycontains numbers that are presumed to be current and not obsolete.However, it is possible that at any given time any one of the numbersmay be discovered to be obsolete upon dialing it and necessitatesobtaining a skip-trace number from a skip-trace vendor to be used inplace of the obsolete number. Frequently, the debt collector may retainthe old number since it may have value in identifying a current, validnumber of the debtor and the skip-trace vendor may use the old numberalong with other information to ascertain a current number for thedebtor.

Two different ways are disclosed herein in which the contact center canproceed upon encountering an obsolete number, and a number of variationsthereupon may be employed, as will be seen. These variations involveusing a single dialing list or dual dialing lists (the latter may alsobe referred to as “multiple dialing lists”). The different ways in whichthese dialing lists can be processed correlate to various embodimentsand architectures as to how the contact center may minimize potentialliability under the TCPA. A goal for the contact center may be to avoidusing an autodialer to dial a “suspect” skip-trace number until theskip-trace number has been confirmed as appropriate to use with theautodialer. As mentioned, such confirmation may involve confirming thatthe number is associated with the targeted individual, confirmingwhether the number is associated with a service for which the targetedindividual is charged for a call, and if so, confirming that thetargeted individual's consent is obtained. Thus, in various embodiments,an “unconfirmed” skip-trace number may refer to a suspect skip-tracenumber that has not been confirmed. While in various embodiments, a“confirmed” skip-trace number is one that has been at least confirmed asbeing associated with the debtor. While in certain embodiments, a“confirmed” skip-trace number may refer to a number for which consentexists to use an ADS to dial it.

Determining the Need to Obtain a Skip-Trace Number

A contact center operator may initially use a dialing list in which allthe numbers are presumably current, associated with debtors, and forwhich consent has been previously obtained if needed. At some pointduring the use of the dialing list, a number assumed to be valid is,instead, found to actually be obsolete. Upon discovering the number isobsolete, the contact center operator may obtain a skip-trace number toreplace the obsolete number. Depending on the embodiment, the skip-tracenumber can be obtained in real-time or in a batch mode from a skip-tracevendor, and maintained in some distinct manner until it is confirmed,thereby allowing the skip-trace number to be used by the ADS.

In various embodiments, the skip-trace number is added back into theoriginal dialing list, and is differentiated in some manner from othernumbers in the list, or the skip-trace number is added into a separatelist that is differentiated and used for manual dialing. Consequently,at a high level, the contact center may maintain a single integrateddialing list or separate (dual or multiple) dialing lists depending onthe embodiment. Accordingly, in particular embodiments, a single listmay contain both confirmed and unconfirmed skip-trace numbers, referredto as an “integrated” dialing list, even in instances when the dialinglist does not necessarily contain any unconfirmed skip-trace numbers,but the record structure of the list is designed to do so.

Turning to FIG. 1, the process 100 illustrates a contact centerinitially using a (single) dialing list of numbers for which obsoletenumbers are detected. The logical operations described herein may beimplemented (1) as a sequence of computer implemented acts or one ormore program modules running on a computing system and/or (2) asinterconnected machine logic circuits or circuit modules within thecomputing system. The implementation is a matter of choice dependent onthe performance and other requirements of the computing system.Accordingly, the logical operations described herein are referred tovariously as states, operations, structural devices, acts, or modules.These operations, structural devices, acts, and modules may beimplemented in software, in firmware, in special purpose digital logic,and any combination thereof. Greater or fewer operations may beperformed than shown in the figures and described herein. Theseoperations may also be performed in a different order than thosedescribed herein.

Looking now at FIG. 1, at a point in time when the process 100 begins,the initial list of numbers is presumed to only include current(non-obsolete) numbers. This could be viewed as a list of numbers forwhich the numbers are not subject to the TCPA dialer prohibition. Thus,in operation 105, a record from the dialing list is selected and anumber in the record is dialed by a dialer, which may be considered anADS, to initiate a call to the debtor associated with the record.Depending on the embodiment, the record may actually contain severalnumbers associated with the debtor (e.g., home number, work number,mobile number, etc.), but for purposes of illustration, a single numberis selected for originating a call to the debtor. In addition, therecord format may also include numerous fields storing information aboutthe debtor, various contact-related information, prior contact details,etc.

At this point in operation 110, at least two different possibilitiesexist with respect to the originated call. One such possibility is thecall is answered in operation 115. Assuming for sake of illustrationthat a live person answers the call, the answering party converses withan agent connected to the call in operation 120. Assuming the dialednumber is obsolete, the answering party informs the agent that thenumber has been reassigned, e.g., that the number is no longerassociated with the intended party (the debtor). This is usuallyestablished quickly when the agent attempts to speak with the intendedparty (e.g., “Is Mr. Smith there?”). In response, the agent, who may beusing a workstation as described in the aforementioned patent/patentapplications, indicates a disposition code or some other form ofinformation in operation 125 that informs the ADS that the number is nolonger current and is obsolete (e.g., the number is no longer associatedwith the intended party).

Alternatively, returning back to the junction point 110 indicating anoption in the processing flow, the other possibility is the call mayreach an intercept announcement in operation 130. This announcement maybe provided by the telecommunications service provider routing the callto indicate that the number dialed is no longer in service, has beendisconnected, or has been changed. Such announcements are frequentlypreceded by a defined set of three tones (call specialized intercepttones) so that the calling equipment can automatically detect theappropriate condition. For instance, in particular embodiments, thecalling equipment may utilize digital signal processors to detect thepresence of such tones. Different tones and announcements may be used torepresent different conditions, which may all correlate to the numberbeing obsolete. In this case, upon detecting an appropriate interceptannouncement, the ADS determines the number is no longer associated withthe called party and therefore is obsolete.

As a result of either the agent reporting or the ADS detecting thenumber is obsolete, the record in the dialing list is updated by the ADSin operation 135. This may be accomplished, for example, by updating afield in the record indicating the number is no longer current. Again,the exact format and number of fields used in the record to indicatethis (and any other condition described herein) may vary from embodimentto embodiment.

The next operation illustrated in FIG. 1 involves the ADS querying askip-trace vendor for a skip-trace number in operation 140. This mayoccur in real-time relative to detecting the number is obsolete. Forexample, an agent may invoke a function on his workstation thatinitiates the query to the skip-trace vendor. Typically, the query islaunched prior to processing the next number in the dialing list. TheADS may use information associated with the record for the obsoletenumber in formulating the query to the skip-trace vendor.

The skip-trace vendor may return one or more numbers, and may furtherindicate additional information associated with the number(s). Theadditional information may indicate whether the number is known to be alandline (e.g., wireline), wireless, and/or VoIP number, whether thenumber is found in a do-not-call database, a date when the number waslast known to be valid, etc. In addition, the skip-trace vendor mayprovide a confidence score associated with a number that is used toindicate the vendor's relative confidence in the number being correct.In other embodiments, information may be provided as to whether thenumber is associated with a measured service rate plan. If multiplenumbers are returned, they may all be added to a manual dialing list oronly the number with the higher (or highest) confidence score is added.Further, depending on the embodiment, the number may be added to aparticular type of list (e.g., a predictive or manual dialing list)based on an indication of the type of number. For example, a skip-tracenumber indicated as wireline may be added to the predictive dialinglist, whereas a skip-trace number indicated as wireless or VoIP may beadded to the manual dialing list. If no indication is provided, thenumber may be treated as being “suspect” until the type of number isascertained or confirmed. In addition, third party vendors as known tothose skilled in the art can respond to a query indicating what type ofa number a particular number is (e.g., wireline/wireless). These thirdparty vendors may be used in particular embodiments to confirm the typeof number if desired.

In addition, the confidence score value for a skip-trace number may beused to ascertain how to process the number in various embodiments. Forexample, if the skip-trace number has a confidence score of 100% forbeing a current wireline-based number for a debtor, the skip-tracenumber may be treated as “confirmed.” Thus, the number is not placed inthe manual dialing list for confirmation, but presumed to be acceptableto include in a dialing list for autodialing (e.g., predictive dialing).On the other hand, in particular embodiments, the contact center maydefine a threshold so that any number with a confidence score below thethreshold (e.g., 75% or less) is treated as suspect and an unconfirmednumber. Such a number is included in a manual dialing list until it isconfirmed okay to be autodialed. Thus, the threshold used to identifysuspect numbers can vary according to the risk level desired by thecontact center operator.

In other embodiments, the ADS may maintain a list of all obsoletenumbers and submit a batch skip-trace query periodically to theskip-trace vendor. For example, a request for updated numbers may besubmitted to the skip-trace vendor after the dialing list has beenprocessed for the day. In these particular embodiments, relatedinformation of the debtor may also be conveyed along with the obsoletetelephone number, to allow the skip-trace vendor to confirm the currentnumber. Other variations are possible. In the latter case, the recordswarranting a skip-trace query may be cached until the processing of thedialing list is completed, until the completion of a shift, or someother time period.

The received skip-trace number(s) may be processed in one of severalways depending on the embodiment. Two such approaches are shown atjunction point 145 in FIG. 1. In one approach, the skip-trace numbersare integrated into the original dialing list in operation 150. Thisapproach may involve, for example, adding the skip trace number backinto the appropriate record with one or more indicators reflecting thatthe record contains an unconfirmed skip-trace number. Embodiments usingthis approach may require the record structure to have the appropriatefields or indicators to reflect this. As will be seen, the recordstructure for the original dialing list can be modified in particularembodiments to create an integrated dialing list, or the recordstructure of the original dialing list can already have the requiredfields or indicators in particular embodiments to essentially bestructured as an integrated dialing list.

The second approach show in FIG. 1 as operation 155 involves adding theskip-trace number to a separate skip-trace dialing list that isassociated with the dialing list. In particular embodiments, thisseparate list only contains skip-trace numbers obtained from queryingthe skip-trace vendor and it may be presumed that each of the numbers inthe separate skip-trace dialing list is unconfirmed.

The above flow of FIG. 1 represents a single pass through the dialinglist. In various embodiments, the overall process may be repeatednumerous times for a given list as each record is processed, though thelooping process is not shown. In essence, each time the ADS dials agiven number, it is possible for that number to be discovered asobsolete. Thus, being able to detect an obsolete number is required eachtime a record in a list is processed.

In summary, the above flow illustrates how a contact center may processa dialing list and ascertain the need to obtain skip-trace numbers.Further, depending on the embodiment, the contact center may maintainthe skip-trace numbers in different ways such as integrating the resultsinto a single list or adding the results into a separate list. Othervariations on these procedures are possible. Regardless of the approach,an implicit or explicit indication that the skip-trace numbers obtainedhave not been confirmed is generally maintained, and thus, an autodialershould not be used to dial these numbers until they are confirmed. Torecap, when a skip-trace number is incorporated into a single list, oneor more fields in the record may be modified in various embodiments todistinguish this number from others in the list. If the original dialinglist did not have these fields, then the dialing list is typicallyupdated to add these fields. If the original dialing list already hasthe fields, then the same structure of the original dialing list may beused. When the skip-trace number is incorporated into a separate list,that separate list itself may distinguish the skip-trace number invarious embodiments from those in the original list.

Single and Dual Dialing Lists

Turning next to FIG. 2, the concepts of a using either a singleintegrated list or two separate lists are illustrated. Recall that inFIG. 1, the process flow illustrated a contact center starting with aninitial dialing list and processing it. Upon discovering an obsoletenumber, the contact center may either 1) update the original list toform the integrated dialing list or 2) generate a separate manualdialing list in addition to the original dialing list.

These approaches are illustrated in FIG. 2 by first focusing on theoriginal dialing list 201 initially processed by the contact center.Upon encountering an obsolete number, the contact center may proceed inone of two ways. The first approach, represented by processing arrow210, results in producing two dialing lists, a predictive dialing list215 and a manual dialing list 220. The predictive dialing list 215contains records of numbers that are considered “safe” to dial using anautodialer and the manual dialing list 220 contains records of numbersthat should be manually dialed.

In particular embodiments, the records that are obsolete are removedfrom the original dialing list 201 thereby transforming the originaldialing list 201 into the predictive dialing list 215. While in otherembodiments, the records that are obsolete are merely flagged as such inthe original dialing list 215, thus resulting in an integrated dialinglist 205. To flag the records that are obsolete in particularembodiments, the record structure of the original dialing list 201 mayneed to be modified (or the original dialing list 201 may begin with therequired record structure, which means only setting particular value(s)for fields in the structure). The modification of the record structureis demonstrated with the second approach shown in FIG. 2 as indicated byprocessing arrow 212 and involves processing the original dialing list201 thereby generating an integrated dialing list 205. In this case, theobsolete numbers are present in the list 205, but are distinguishable assuch in the integrated dialing list 205.

In particular embodiments, a record structure 225 as shown in FIG. 2 maybe used to distinguish newly added skip-trace numbers in the integrateddialing list 205. In this instance, the record structure 225 includesfields that indicate a telephone number 230 and a correspondingattribute, such as a number type 235 (e.g., wireline, wireless, orVoIP). Typically, a record stored in the integrated dialing list 205 mayprovide several telephone numbers for a debtor. However, in thisinstance, the record structure 225 is simplified for purposes ofillustrating the inventive concepts as applied to a single number in therecord. The various fields identifying characteristics of the number arecollectively referred to as “number attribute fields.”

Further, the structure 225 may include additional fields indicatingwhether the associated number for a record is a skip-trace number. Forinstance, the structure may include a “Skip-Trace Number” field 240providing a flag or other form of indicator identifying the telephonenumber 230 as a skip-trace number. In addition, the record structure 225may include a “Subject to TCPA” field 243 providing a flag or other formof indicator to identify whether the associated number is subject to theprohibition of being dialed by an TCPA autodialer (also sometimesreferred to herein as “being subject to TCPA treatment” or similar suchlanguage). Depending on the embodiment, this particular field 243 may beused with respect to both skip-trace numbers and non-skip-trace numbers.Thus, this particular field may also be present in the data structurefor the original dialing list 201.

The “Subject to TCPA” field 243 may indicate a binary condition wherethe number is known to be either subject to the TCPA or not. In otherembodiments, the binary indicator may reflect that the number is subjectthe TCPA or its status is unknown. This reflects that in some instances,a number may be unknown as to whether it is subject to the TCPA untilcertain information is confirmed. While in other embodiments, the fieldmay be able to convey several possible indicators, such as whether thenumber is: 1) subject to TCPA treatment; 2) not subject to TCPAtreatment; and 3) unknown as to whether it is subject to TCPA treatment.For example, a wireline number typically is not subject to the TCPA andso it may default to an unknown indicator, and once confirmed, it may bethen be set to indicate the number is not subject to TCPA treatment.

For instance, most wireline telephone numbers are not typically subjectto the TCPA prohibition since most individuals have wireline service ata monthly fixed price and therefore are not charged for individual callsreceived on the service. However, that is not always the case. Forexample, an agent may contact a called party using a wireline telephonenumber and the party may inform the agent that the number is associatedwith measured service and therefore the called party is being chargedfor each call received at the wireline telephone number. As a result,the wireline telephone number in this instance is viewed as subject tothe TCPA prohibition. Accordingly, the agent may then ensure the“Subject to TPCA” field 243 for the record is updated to reflect thatthe telephone number for the record is subject to being dialed inadherence to the TCPA so that the number is no longer called using anautodialer.

In other embodiments, additional or alternative fields may be used inlieu of the “Subject to TCPA” field 243. For example, a “MeasuredService” field may be present in the profile record 225 and associatedwith a number. This could be used to indicate whether a wireline numberis on a measured service rate plan for its subscriber, and therefore thenumber is subject to TCPA treatment similar to a wireless number. The“Subject to TCPA” field could also apply to a wireless number, sincewireless plans may have some form of measured service for voice calls,even if it involves a flat rate for a cap on a set number of minutes ofuse with another rate for exceeding the cap. However, since all wirelessnumbers are already subject to TCPA treatment, the “Subject to TCPA”field 243 may have minimal utility in this embodiment. In such cases,the determinative factor as to how the number should be dialed may bewhether consent has been obtained.

Furthermore, the record structure 225 may include a “Confirmed Status”field 245 that indicates whether a confirmation of the telephone number230 has occurred. Typically, confirmation occurs when an agent converseswith a called party and confirms that the number is correct, althoughother means may be used to confirm the number. In addition, confirmationmay also involve confirming whether the number is associated with thecorresponding number type shown for the record using the “Number Type”field 235 and/or whether the number is associated with a measuredservice rate plan for which the recipient is charged for a call. Asnoted earlier “confirmation” may mean one or more of several types ofconfirmation. Thus, in particular embodiments, the record structure 225may include multiple, different “Confirmed Status” fields 245 to coverdifferent types of confirmation. Therefore, it is a design choice as towhether a single field indicating a particular meaning of “confirmed” isused versus a number of various fields and/or indicators to indicatevarious combinations of confirmation. For instance, in particularembodiments, separate indicators may be used in the “Confirmed Status”field 245 for indicating whether the number is associated with thetargeted party, whether the targeted party has been verbally orotherwise confirmed as the number type for the number, and/or whetherthe targeted party has verbally or otherwise confirmed the number is, oris not, subject to adherence to the TCPA.

Lastly, the record structure may include a “Consent Provided” field 247.This particular field 247 typically is used to indicate whether a calledparty has consented to being contacted using the associated telephonenumber and thus, the number may be called using an autodialer.Therefore, an agent may manually call a called party using a telephonenumber that typically is subject to being dialing in adherence to theTCPA (e.g., a wireless telephone number) and upon speaking with thecalled party, the party may indicate that it is okay for the contactcenter to contact the party using the telephone number. Thus, in thisinstance, the agent may ensure that the “Consent Provided” field 247 forthe corresponding record for this telephone number reflects that thecalled party has provided consent to being called using the telephonenumber and thus, the telephone number may be called using an autodialer.

Further, in particular embodiments, the “Consent Provided” field mayalso indicate the type of consent, e.g., as to whether voice or textcalls may be received as well as a duration and scope of the consent.Thus, restrictions may be indicated that are relevant to determiningwhether consent exists for a particular type, form, and/or instance ofcommunication. For example, the consent may be provided for a text callas it related to a specific scope of information for a limited time. Or,the consent may be open-ended for receiving a voice call not limited asto the information content.

For example, in other embodiments an individual may interact with aserver over the Internet using a computer with a web browser to providetheir consent. This may entail the individual interacting with a webpage to complete a form indicating their telephone number, name, expressconsent, duration (or time of expiration) of consent, and the scope orpurpose. One common example could be an individual who provides consentto be notified of upcoming sales from a retailer, fraud alerts from abank, shipping notifications from a parcel delivery service, schoolclosings from a school, airline flights changes from an airline, etc.The server may then provide this information to the contact center,which updates the consent provided field 247 appropriately. As can beappreciated, there are various ways the individual may indicate and/ormodify their consent, including those detailed in U.S. patentapplication Ser. No. 14/299,591, filed on Jun. 9, 2014, entitled“Managing Electronic Consent for Calling Campaigns”, which isincorporated by reference. Furthermore, in some embodiments a separatedatabase and/or records may be used to store the consent relatedinformation as detailed in the above identified patent application.

Thus, returning to FIG. 2, the ADS may process the predictive dialinglist 215 under the first approach and update each list 215, 220accordingly as obsolete numbers or numbers that are subject to TCPAtreatment are found. In other embodiments, a combination of numberattribute fields in the number profile record may be used as the basisfor updating each list. Further, agents may process the manual dialinglist 220 by manually placing calls to the numbers on the list 220 andfurther update each list 215, 220 accordingly as each called partyconsents to being called using the number. At the end of the processingof each list 215, 220, the two lists 215, 220 may be merged into onelist or maintained separately depending on the embodiment.

Alternatively, the ADS may process the original dialing list 201 underthe second approach and produce the integrated dialing list 205 asobsolete numbers are found. If no obsolete numbers are detected, then noskip-trace numbers are added. However, assuming that at least oneobsolete number is detected, then a skip-trace number will be obtainedand added back into the original dialing list 201 thereby producing theintegrated dialing list 205. Thereafter, the contact center may simplywork with the integrated dialing list 205.

Finally, as mentioned above, the record structure 225 for the integrateddialing list 205 in particular embodiments typically requires some typeof modification relative to the record structure of the original dialinglist 201, unless that record structure already accommodates thesefields. With that said, adding fields to a record structure in adatabase is a well known process, so that the desired record structure225 for the integrated dialing list 205 could be created prior to orduring processing of the records found in the list 225. On the otherhand, depending on the embodiment, the record structure for thepredictive dialing list 215 may be the same as the original dialing list201 and therefore may not require modification. Likewise, depending onthe embodiment, the manual dialing list 220 may have the same ordifferent structure. Thus, there are relative advantages to using thetwo different processing approaches which may or may not involvealtering the basic record structure of the original dialing list 201 toadd the fields required for indicating skip-trace numbers, numberssubject to the TCPA, and/or confirmation status indicator(s).

Although the record structure 225 illustrates various fields aspositioned within the record, other embodiments may use pointers, linkedlists, indices, or other well known mechanisms to identify the relevantfields and/or contents within. Thus, the relevant fields may beincorporated into other lists, arrays, tables, objects, or other formsof data structures associated with the record structure 225.

Different Field and/or Indicator Combinations

The profile record may comprise a number of different fields and/orindicators, as described above. The exact format may vary fromembodiment to embodiment. Further, the format of a given embodiment maybe designed to be backwards compatible with existing fields and/orindicators. For example, many records maintain information about whethera number is a wireline or wireless number. In this example, the recordstructure may be augmented to include a consent field so that adetermination can be made whether the number should be manually dialedor whether it can be dialed using an autodialer. However, such astructure does not accommodate a measured service wireline number, whichalso may be subject to the TCPA prohibition of using an autodialer incertain conditions. One approach is to add an indicator and/or field formeasured service. However, it may be preferred to simply include a“Subject to TCPA” field 243 to indicate how the number should be dialed.As will be seen, depending on how the fields and/or indicators aredefined, and which ones are present in the record 225, there may becertain combinations of fields and/or indicators that are inconsistent.

For example, a “Number Type” field 235 may be present and may store abinary indicator—e.g., the indicator indicates either the number is awireline or a wireless number. On the other hand, there may be twofields. One field may indicate the number is a known wireline number (orconversely, unknown) and the other field may indicate the number is aknown wireless number (or conversely, unknown). Obviously, a numbercannot be both a wireline and wireless number at the same time, so inthis case, such a combination cannot exist and would be inconsistent. Onthe other hand, instead of two fields, a single field storing a binaryindicator could be used, and it would inherently be one value or theother. However, in this case, a single binary field would notaccommodate an “unknown” status of the number. Thus, using a singlebinary field presents an issue if a number is obtained, but it is notreadily known as to what type it is. The procedures may assign a defaultvalue, but this may present an inaccurate reflection of the number untilit can be confirmed.

FIGS. 16A-16E illustrates a table of 64 values showing combinations ofsix fields. These fields may be associated with a number and indicatevarious aspects, such as reflecting whether the number is a skip-tracenumber, confirmed as correct, whether consent has been provided, whetherthe number is a wireless number, whether the number is a wirelinenumber, and whether the number is subject to the TCPA prohibition ofusing an autodialer.

Many of the combinations are “inconsistent” or “not allowed,” e.g., theyreflect a combination that may not be allowed depending on how thefields and indicators are defined. For example, it may be that anycombination where the wireless number field and the wireless numberfield have the same indicator (value) is not allowed. This is because anumber cannot be both wireline/wireless or neither wireline/wireless.Thus, the comments column for rows 1 and 2 reflect this potentialinconsistency, as do a number of other comments for other rows. However,if the binary indicator indicates either a “known” type of number or an“unknown” type of number, then an unknown type of number could beclassified as being both an unknown wireline number and an unknownwireless number.

Row 3 reflects that the number is a wireline number and not subject tothe TCPA autodialer prohibition. This could reflect that the wirelinenumber is conventionally billed (e.g., not billed on a measured servicebasis), so that the number is not subject to the TCPA. However, if thatsame number was billed on a measured service basis, which could bereflected in row 4. In this case, the number is subject to the TCPAautodialer prohibition. However, if consent has been provided by theindividual for calling that number, then it would not be subject to theTCPA prohibition (see, e.g., row 11). Along these lines, a wirelinenumber could be confirmed by the individual as being correct, but theindividual may have informed the agent that the number is associatedwith measured service. Consequently, the contact center operator maycharacterize that number as shown in row 20. Specifically, that numberis indicated as subject to the TCPA autodialer prohibition.

As mentioned, a number of combinations may not be consistent. Forexample, when consent has been provided to call a wireless number, thenthe “Subject to TCPA” indicator should typically be set to “0”. Thus,row 26, for example, reflects this inconsistent combination. Whenconsent is provided by the individual to call that number, then thatnumber typically is not subject to the TCPA prohibition.

A contact center, however, may use certain default assumptions, in theabsence of knowing the status of an indicator. For example, a contactcenter may chose to assume that a wireline number is subject to TCPAtreatment, until explicitly informed or made aware of that it is not.Thus, row 36 reflects that a wireline number skip-trace number, which isunconfirmed, may be assumed to be a potentially measured servicelandline number and treated as subject to the TCPA until furtherinformation indicates otherwise. Other contact centers may presume it isnot subject to the TCPA unless informed otherwise. This is because mostwireline numbers are not billed on a measured service basis. Similarly,in the absence of consent, a wireless number may be presumed to besubject to the TCPA.

A contact center may choose to implement a single field to determine howto dial a number (regardless of number type), such as the “Subject toTCPA” field previously mentioned. The contact center could then set thisas appropriate in lieu of maintaining other fields. For example, acontact center may ascertain that a number is wireless and that consenthas been obtained, and then set the “Subject to TCPA” fieldappropriately. This would potentially allow the elimination of theseparate “consent” and “type of number” fields and simplify the numberof combinations. However, there may be reasons to maintain these otherfields. For example, even though the “Subject to TCPA” field may governwhether or not to use manual dialing or an autodialer, having a separate“consent” field may maintain information about the scope of the consent,and expiration date of the consent, what type of calls can be made, etc.This may be useful in determining how to dial a number. For example, aprocess may automatically review the expiration date of consent and ifexpired, then reset the “Subject to TCPA” field to reflect that the callshould be manually dialed.

Those skilled in the art will realized that the comments shown in FIGS.16A-16E for a particular row depend on how the fields are defined andother assumptions as to whether a combination is consistent or not.Thus, it should be recognized that in other embodiments, theinterpretation of the combination of fields may be different than shown.

Hybrid Approaches

Returning back to FIG. 2, other variations are possible, which meldportions of both the single and dual list approaches. For instance, inparticular embodiments, a contact center may dial numbers in an originaldialing list 201, discover obsolete numbers, and reflect this byaltering the fields for the appropriate records in the original dialinglist 201. Later, the contact center may obtain skip-trace numbers forthe obsolete numbers and add these numbers into the original dialinglist 201 thereby producing an integrated dialing list 205. However,before reattempting to dial the numbers on the integrated dialing list205, the contact center may remove the skip-trace records from theintegrated dialing list 205 to produce two separate lists, a predictivedialing list 215 and a manual dialing list 220. As a result, thepredictive dialing list 215 only contains numbers that can be safelydialed by the ADS, whereas the manual dialing list 220 contains numbersthat are dialed manually.

This process 300 is shown in FIG. 3 and begins with retrieving theintegrated dialing list 205 in operation 305. Next, all unconfirmedskip-trace numbers are identified in the list in operation 310. Thesenumbers are copied into a separate manual dialing list 220 in operation315 and are then removed or flagged to be skipped during processing ofthe integrated dialing list 205 in operation 320. Then, at junction 325the ADS may opt to process the predictive dialing list 215 (that is, theportion of the integrated dialing list 205 that can be safely dialed bythe ADS with the unconfirmed skip-trace numbers removed or flagged) inoperation 330 and/or the manual dialing list 220 in operation 335.Depending on the embodiment, these two dialing lists could be processedserially or in parallel.

Those skilled in the art are likely able to devise variations on theprocess flow shown in FIG. 3 in light of this disclosure. For instance,some contact centers may pre-process a dialing list before loading eachrespective dialing list into processing components, whereas othercontact centers may use an ADS that integrates this processing as partof the dialing process. At a high level, the embodiment of the processflow shown in FIG. 3 indicates that all unconfirmed skip-trace numbersare identified, copied, and removed. While in other embodiments, thismay occur in a looping manner by processing each number on arecord-by-record basis. Further, it is not always necessary to actuallyremove the unconfirmed skip-trace numbers from the dialing list.Instead, a flag could be set that effectively removes a record for anunconfirmed skip-trace number from processing by the ADS in that theflag indicates to the ADS to skip the record.

Other variations are possible while adhering to the principles andconcepts disclosed herein. For example, the process flow shown in FIG. 3could also be applied to those numbers flagged as “Subject to TCPA”treatment. Specifically, those numbers where the flag is set in “Subjectto TCPA” field 243 could be identified in operation 310 and copied intothe manual dialing list in operation 315. Just as unconfirmed skip-tracenumbers are segregated out for manual dialing, so are the numberssubject to TCPA treatment. This process could also cover either wirelineor wireless numbers, which are subject to TCPA treatment.

A variation of the process flow of FIG. 3 is shown in FIG. 4.Specifically FIG. 4 illustrates processing records from an integrateddialing list 205 and the process 400 begins with retrieving an initialor next record from the integrated dialing list 205 in operation 405.Depending on the embodiment, the record may include one or more fieldsthat are examined and the order in which the fields are examined mayvary. With respect to the embodiment shown in FIG. 4, the first fieldexamined indicates whether the number is a number with the “Subject tothe TCPA” field set in operation 410. If the answer is “yes,” then thenumber should be added to the manual dialing list in operation 425. Ifthe answer is “no,” then the number may potentially be retained in theintegrated dialing list, depending on the subsequent test results. Inthis embodiment the “no” branch may represent the number is unknown asto whether the number is immediately subject to TCPA treatment

Assuming that from operation 410 the number is not known to be subjectto the TCPA, a determination is made as to whether the number is askip-trace number in operation 415. In particular instances, thisdetermination may be made based on a second field examined in therecord. If the answer is “no,” then the number can be retained in theintegrated dialing list 205 and the process proceeds to operation 435 todetermine if there are additional records in the integrated dialinglist. (It is presumed that such numbers have consent and thus beingdialed by the ADS conforms to the TCPA. Therefore these numbers may beretained in the integrated dialing list 205.)

However, if the number is a skip-trace number in operation 415, then adetermination is made as to whether the skip-trace number has beenconfirmed in operation 420. Again, this determination may be made basedon a field examined in the record. If the number has been confirmed,then the record may be retained in the integrated dialing list 205.However, if the number has not been confirmed, then the record is addedto a manual dialing list 220 in operation 425 and removed from theintegrated dialing list 205 in operation 430. The process continues tooperation 435 where a determination is made as to whether there areadditional records in the integrated dialing list 205 to process. Oncethe all the records in the integrated dialing list 205 have beenprocessed, the integrated dialing list 205 is transformed into apredictive dialing list 215 and a manual dialing list 220 is created.

At this point, the predictive dialing list 215 may be processed by anADS such as a predictive dialer. Further, any numbers remaining in thelist 215 are presumed to have consent to be called using the ADS. Thatis say, if consent were not present, then these numbers should have beenmoved over to the manual dialing list 220.

Accordingly, the ADS processes the predictive dialing list 215 and dialsthe various numbers in the list 215. However, it can be appreciated thatat any given time an individual associated with a number in thepredictive dialing list 215 may have relinquished his or her telephonenumber. Thus, in particular embodiments, each time the ADS processes thepredictive dialing list 215, the ADS may encounter a number that is nolonger associated with the intended called party and updates the list215 accordingly. A number no longer associated with the intended partycould be indicated as “Subject to TCPA” and moved over to the manualdialing list, which would reflect that the number should be manuallydialed, but it may also be useful to reflect that the number isobsolete. (Similarly, in particular embodiments, the components used inmanually dialing the numbers in the manual dialing list 220 are alsoconfigured to update the manual dialing list 220 when an obsolete numberis encountered). Therefore, when the ADS encounters an obsolete numberand updates the predictive dialing list 215, the predictive dialer list215 essentially becomes an integrated dialing list 205. In other words,each time the ADS processes the predictive dialing list 215 to originatecalls, unconfirmed skip-trace numbers may be added to the list 215resulting in the predictive dialing list 215 being converted back intoan integrated dialing list 205.

In summary, depending on the embodiment, there may be a variety ofrecord structures and corresponding dialing lists that can be used by acontact center that involve skip-trace numbers and/or numbers subject toTCPA treatment. However, regardless of the specific record structure andnumber of lists used, the ADS is typically able to process a detectedobsolete number, and/or a number subject to TCPA treatment, and processsuch numbers appropriately (e.g., have them manually dialed) as opposedto using an ADS. Once the skip-trace number has been confirmed or anumber is indicated as not being subject to the TCPA, then the number bedialed using the ADS.

Dual List Dialing Architecture

Whether a single dialing list or dual dialing lists scheme is used mayimpact (or depend on) the contact center architecture used to processthe dialing list(s). For instance, in various embodiments, anarchitecture for handling dual dialing lists may incorporate two sets ofcomponents: one subset of components for processing the predictivedialing list 215 (referred to as a “predictive dialing sub-system,”which is a type of ADS) and another subset of components for processingthe manual dialing list 220 (referred to as a “manual dialing compliancesub-system,” which is not a type of ADS). An embodiment of such anarchitecture is shown in FIG. 5.

In FIG. 5, a contact center architecture 500 may include an ADScomprising components used for predictive dialing such as agentworkstations comprising telephones and agent computers and a predictivedialing sub-system 505. In particular embodiments, the predictivedialing sub-system 505 may comprise a telephony server 504 operating incommunication 507 with an application server 506. In these particularembodiments, the application server 506 may process a predictive dialinglist 215 while performing well-known predictive dialing functions, andmay instruct the telephony server 504 to place calls as appropriate.Upon one of the calls being answered, the call is connected to anagent's telephone 510A and the application server 506 executing a listprocessing module may present account information to the agent'scomputer 515A.

Accordingly, in particular embodiments, calls are established overfacilities 572 to a PSTN 520 that may connect to various types oftelephones such as, for example, wireline telephones 550. In addition,calls may also be established to one or more mobile network operators560 that routes the calls to mobile devices 565. In instances when acall is originated using the predictive dialer sub-system 505 to atelephone number, that number is typically not subject to the TCPAprohibition of using an ADS, it is assumed the contact center hasexpress consent from the party associated with the number to place thecall, if so required. Thus, the “Consent Provided” field 247 wouldtypically indicate that consent had been provided.

Although calls are placed using conventional PSTN type facilities inFIG. 5, one of ordinary skill in the art should understand that invarious embodiments other types of facilities may be used in addition toor in place of PSTN type facilities such as, for example, IP-based typefacilities using a SIP server. Other variations are possible as known tothose in the art.

In addition, the contact center architecture 500 may also employ amanual dialing compliance sub-system 535 that processes the manualdialing list 220 for unconfirmed skip-trace numbers or for numbers whichare indicated as “Subject to TCPA” treatment. Furthermore, the manualcompliance dialing sub-system 535 may be used for dialing other numbers,e.g., for which consent has not obtained. In particular embodiments, themanual compliance dialing system 535 may comprise an application server532 executing a list processing module that is in communication with aswitch 536. The application server 532 may be connected to agentcomputers and the switch 536 may be connected to agent telephones. Incertain embodiments, the switch 536 may be a PBX or similar type ofswitching device, although it is not necessary that all thefunctionality of a conventional PBX be present in switch 536. Thus, insome embodiments, a PBX may be present in lieu of switch 536. Inparticular instances, the functionality of the switch 536 may includecapabilities necessary to perform the steps described below thatillustrate one embodiment of how manual dialing may occur. Specifically,the switch 536 in this embodiment sends a message to the applicationserver 532 indicating a call an agent has dialed, and potentiallyreceives and acts upon a response or command 534 from the applicationserver 532.

Thus, the application server 532 accesses the manual dialing list 220stored in memory (which may have been retrieved from a database) anddisplays a number to an agent on the agent's computer 515B. Inparticular instances, the number displayed to the agent is anunconfirmed skip-trace number and/or a number that is subject to TCPAprocessing. The agent views the number on his computer screen and useshis telephone 510B to dial the displayed number. Accordingly, the switch536 processes a call request associated with the dialed number andinitiates a message 533 to the application server 532 and may indicatewhich agent (e.g., originating station telephone number) has originatedthe request and the number the agent has dialed (e.g., the called partynumber). In response, the application server 532 compares the numberdialed by the agent to the number it had just presented to the agent'scomputer 515B. In this way, the application server 532 can determinewhether the agent actually dialed the number just presented to theagent. Accordingly, the application server 532 may then authorize orconfirm the request to the switch 536 via a response message 534 and theswitch 536 may initiate the call over facilities 574 to the PSTN. Inthis manner, the switch 536 establishes a call to an unconfirmedskip-trace number or a number which is indicated as subject to TCPAprocessing.

Thus for the embodiment shown in FIG. 5, the application server 532 inthe manual compliance dialing subsystem 535 is not used to establish thecall, although it is informed of the presence of the call from theswitch 536. Depending on the embodiment, the application server 532 maymerely acknowledge receipt of the information from the switch 536 or mayauthorize the switch 536 to proceed with the call. Therefore, theapplication server 532 may track numbers dialed by an agent and/or mayblock numbers dialed (which may have been misdialed) by the agent. Inthis manner, the manual compliance dialing sub-system 535 may allow acall to be established from a manual dialing list 220 without using whatis considered to be an autodialer and may ensure that various compliancerequirements are adhered to. Additional details of the operation andoptions associated with the manual compliance dialing system 535 aredescribed in the aforementioned patent/patent applications.

Further, in particular embodiments, the application server 506 in thepredictive dialing sub-system 505 may share common functionality withthe application server 532 in the manual compliance dialing sub-system535. More specifically, the list processing module in each of theseapplication servers may have common capabilities. For instance, bothapplication servers 506, 532 may provide functionality for managingagents, recording calls, measuring agent performance and callparameters, and performing other functions commonly found in a contactcenter. Furthermore, both application servers 506, 532 may perform callcompliance functions. This includes, for example, ensuring that calls inthe dialing list are originated within the allowable calling windowswith respect to the called party. Other functions may involve handlingof various conditions, such as busy, no answer, or an answering machine.While other functions may involve coordinating with speech recognitionsystems, recording systems, scheduling systems, etc. However, theapplication server 506 used in the predictive dialing sub-system 505performs the various predictive dialing functions (or providing otherautomatic dialing techniques), whereas the application server 532 in themanual compliance dialing sub-system 535 does not. On the other hand,the application server 532 in the manual compliance dialing sub-system535 interfaces with the switch 536 in a manner that is different fromthe application server 506 in the predictive dialing sub-system 505interfacing with the telephony server 504. However, because there is anoverlap in functionality, the term “application server” is used in bothinstances, although it should be recognized that the functionality oftheir respective list processing modules, some of which is commonbetween the two servers 506, 532, is not typically entirely the same.Thus, some functionality may be applicable to one sub-system but not theother.

At a high level, FIG. 5 illustrates how the two separate lists can beemployed by a contact center in particular embodiments. That is to sayfor the contact center architecture 500 shown in FIG. 5, the predictivedialing list 215 is employed by the predictive dialing sub-system 505and the manual dialing list 220 is employed by the manual compliancedialing sub-system 535. Thus, depending on the embodiment, each dialingsub-system 505, 535 may operate independently and simultaneously of eachother. As the predictive dialing sub-system 505 processes the predictivedialing list 215, the system 505 may encounter relinquished numbers. Asdiscussed above, these relinquished numbers can be reflected back intothe predictive dialing list 215 or into a separate manual dialing list220 as appropriate. Accordingly, the predictive dialing sub-system 505(or other component) can submit subsequent or real-time queries to askip-trace vendor who may return purportedly current skip-trace numbersthat can be added in real-time or at periodic intervals to the manualdialing list 220 for dialing by the manual compliance dialing sub-system535. For instance, in particular embodiments, the dialing lists areupdated daily so that new skip-trace numbers identified by thepredictive dialing sub-system 505 during the day's processing can beadded to the manual dialing list 220 for manual dialing the next day.

When the manual compliance dialing sub-system 535 processes the manualdialing list 220, it can be expected that calls for some numbers will beanswered by the intended parties who will confirm with agents that thedialed numbers are associated with them. In addition, these answeringparties may also provide consent to the contact center using thatnumber. Further, it can be expected that for some numbers in the manualdialing list 220 calls will not be answered by the intended party,numbers will be identified as obsolete, and/or intended parties will notprovide consent. However, once a manually dialed number is “confirmed”as acceptable to be processed by the predictive dialing sub-system 505,the number can be added back into the predictive dialing list 215 withthe appropriate record indicator fields updated.

For instance, if an embodiment includes a “Confirmed Status” and“Subject to TCPA” fields, then these should be set in a consistentmanner depending on how the fields are defined. For example, if it isconfirmed that a number is associated with the correct individual,confirmed that consent exists, and/or that the number is not subject tomeasured service, then both the “confirmed” and “Subject to TCPA” fieldsshould be set in a consistent manner. In some embodiments, a number maybe confirmed as associated with the correct individual, but no explicitconfirmation of whether the number is associated with measured serviceexists. Thus, the “Subject to TCPA” field may be set to “unknown” eventhough the confirmed field indicates the other information is“confirmed.” On the other hand, a number may be “confirmed” as to beingassociated with the correct individual and that there is consent to callthe individual. In this instance, the “Subject to TCPA” field should beset to “no” since an ADS can be used.

An embodiment of this overall process is graphically represented in thediagram shown in FIG. 6. The predictive dialing sub-system 505 processesthe predictive dialing list 605 and during the course of processing,some numbers may be detected as obsolete represented by the processingarrow 607. These numbers are effectively removed from the predictivedialing list 605 and reported to a skip-trace vendor 606 to obtainreplacement current numbers (e.g., skip-trace numbers). The skip-tracenumbers are reported back to the contact center as represented byprocessing arrow 609 and stored in the manual dialing list 610.

The manual compliance dialing sub-system 535 processes the manualdialing list 610 and if any of the skip-trace numbers received aredetected as obsolete, then they are discarded represented by processingarrow 617 directed to the garbage receptacle 619. In some embodiments,these numbers may be retained and reported to the skip-trace vendor forreceiving a credit as they were not actually correct, but in any casesuch numbers are not retained in the manual dialing list 610 sincerepeatedly dialing the obsolete number is unproductive.

After processing the predictive dialing list 605 and the manual dialinglist 610 (either simultaneously or serially), the results of the twolists 605, 610 may be merged. Specifically, as represented by the“combine” process 615, the non-obsolete numbers 611 from the predictivedialing list 605 may be merged with the confirmed skip-trace numbers 613from the manual dialing list 610 to generate the updated predictivedialing list 620. Typically, only a subset of the numbers on the manualdialing list 610 that are dialed during a time period are confirmed ascurrent. Thus, only a subset of the manual dialing list 610 numbers maybe combined in operation 615. In summary, the obsolete numbers areremoved from the predictive dialing list 605 and confirmed skip-tracenumbers are added back into the list 620. The updated predictive dialinglist 620 can then be used as the predictive dialing list 605 for thenext processing period. Depending on the embodiment, the dialing lists605, 610 may be processed and updated daily or at the end of each shift.However, it is possible that the time periods for processing andupdating may occur more or less frequently, or in real-time(continuously).

An embodiment of a process flow for the above mentioned “combine”processing function 615 is shown in FIG. 7. This process 700 begins byretrieving the first (or next) record from the manual dialing list 610in operation 705. If the flag indicates that the skip-trace number hasbeen confirmed in operation 710, then the number is added to the updatedpredictive dialing list 620 in operation 715 and removed from the manualdialing list 610 in operation 720. In effect, the record is ‘moved’ fromthe manual dialing list 610 to the updated predictive dialing list 620because the number has been confirmed and can be dialed using an ADS.The process then determines in operation 725 if there are any morerecords in the manual dialing list 610 to process. If there are morerecords, then the process loops back to operation 705 where the nextrecord is retrieved.

At a subsequent point in time, the manual dialing list 610 may bemanually dialed again. As skip-trace numbers are confirmed, theseskip-trace numbers are added into the updated predictive dialing list620 and any further discovered obsolete numbers are removed.Consequently, it can be appreciated that the contents of each dialinglist may change over time. New skip-trace numbers are added to themanual dialing list 610 when encountered via dialing of the predictivedialing list 605, and confirmed skip-trace numbers are removed from themanual dialing list 610 when they are confirmed and added back to theupdated predictive dialing list 620. It can be appreciated that this mayoccur at different rates and may impact how frequently the manualdialing list 610 is manually dialed. This same process may be applicableto moving records based on the “Subject to TCPA” field. Specifically, ifa record is indicated as not “Subject to TCPA” in operation 710, then itcan be added to the predictive dialing list in operation 715.

Single Dialing List

The prior discussion revolved around the generation, maintenance, anduse of two distinct dialing lists, which are processed by two distinctsystems in the contact center: the predictive dialer sub-system 505 andthe manual compliance dialing sub-system 535. However, other embodimentsinvolve the generation, maintenance, and use of a single dialing listthat is processed by a hybrid arrangement of components used toaccomplish predictive dialing and manual dialing.

FIG. 8 illustrates the concept of using a single integrated dialing listat a high level according to various embodiments. Turning to FIG. 8, anintegrated dialing list 805 is shown. This could be, for example, anoriginal dialing list before any relinquished numbers are detected thatnecessitated obtaining skip-trace numbers or can be a dialing list thathas been previously processed and includes detected obsolete numbersand/or skip-trace numbers.

As the integrated dialing list 805 is processed by the ADS, any numbersdeemed obsolete may be indicated as such. In addition, records thatindicate unconfirmed skip-trace numbers are dialed manually. Asskip-trace numbers are confirmed, the corresponding records are updatedto reflect such. Consequently, as processing 810 occurs, a modified(updated) integrated dialing list 815 is produced. This modifiedintegrated dialing list 815 can be used as the integrated dialing list805 at the beginning of the next day's processing.

Thus, the record structure 820 of the modified integrated dialing list815 may include, for example, a field indicating a telephone number 825and a field indicating its corresponding number type 830. Further, thisrecord structure may also include fields indicating whether the numberit is a skip-trace number 840, whether the number is subject to the TCPA843, whether the number has been confirmed or not 845, and/or whetherthe number is obsolete 847. In various embodiments, the names of thesefields may be different. For example, the “Obsolete Number?” field 847may be called “Disconnected Status” or some other name in otherembodiments. The record may also include a “Consent” field (not shown inFIG. 8) indicating whether consent has been provided by the associatedparty to the contact center to use the number to contact the party.Consequently, these fields may be added to an original record structurefound in the integrated dialing list 805 in order to define the modifiedintegrated dialing list 815 to the extent the original record structuredoes not include these fields. Thus, the record structure 820 for themodified integrated dialing list 815 is merely illustrative, as otherrecord structures can be defined in other embodiments for indicatingthis information.

Initially, an integrated dialing list 805 may not have any obsoletenumbers. However, as the list 805 is processed, some of the numbers onthe list 805 may be identified as being obsolete (e.g., relinquished).For instance, as discussed earlier, an obsolete number may be identifiedby the presence of an intercept announcement or an agent being informedby an answering party that the number is no longer associated with thetargeted party. Once a number is identified as obsolete, a field in thecorresponding record for the number may be updated. For instance, anindicator may be stored in the “Obsolete Number?” field 847 indicatingthe number is obsolete.

At some point in time, a skip-trace query can be made for this obsoletenumber and if a skip-trace number is obtained, then an indicator may bestored in the “Skip-Trace Number” field 840 indicating that the number825 is a skip-trace number. (Accordingly, the indicator in the “ObsoleteNumber?” field 847 may be removed.) In addition, since the skip-tracenumber is not confirmed, an indicator may be stored in the “ConfirmedStatus” field 845 indicating the number is unconfirmed. Once theskip-trace number has been manually dialed, confirmed, and consent hasbeen obtained to use the number for the targeted party, then anindicator may be stored in the “Confirmed Status” field 845 asappropriate.

In addition, an indicator may be stored in the “Subject to TCPA” field843 indicating a telephone number for a particular record is subject tothe TCPA prohibition. For instance, a skip-trace number may be receivedfor an obsolete number from a vendor that identifies the skip-tracenumber is a wireless number. Thus in this instance, an indicator isstored in the “Subject to TCPA” field 843 for the record along with theskip-trace number identifying the number as being subject to the TCPA.In another instance, an agent may handle a call placed to a targetedparty and the party may inform the agent that the dialed number isassociated with a measured service rate plan for which the party ischarged for each call to the number. Accordingly, the agent may enter adisposition code (or some other identifier) identifying the dialednumber as being subject to the TCPA and the “Subject to TCPA” field 843for the associated record in the dialing list is updated appropriately.

In other instances, when a telephone number is received for a targetedparty in which it may not be clear as to whether the number is subjectto the TCPA, the contact center may initially store an indicator in the“Subject to TCPA” field 843 identifying the number as subject to theTCPA or may store an indicator in the “Subject to TCPA” field 843identifying the number as “unknown” with respect to being subject to theTCPA. For example, VoIP service providers typically offer customerstoday with several options with respect to receiving service from theseproviders at a flat-rate or metered. Thus, when the contact centerreceives a telephone number for a targeted party identified asassociated with VoIP service, the contact center may decide to initiallyhandle the number as subject to the TCPA or as “unknown” until thetargeted party can be contacted to confirm whether the number isactually subject to the TCPA.

Thus, in various embodiments, a record in a single list with such arecord structure 820 can indicate the telephone number, itscorresponding type (e.g., wireline, wireless, or VoIP), whether it is askip-trace number, whether the number is subject to the TCPA, whetherthe number has been confirmed, and/or whether the number is obsolete.Collectively, such a record structure 820 provides sufficientinformation to determine whether the telephone number associated with aparticular record should be manually dialed or by some other means suchas by a predictive dialing sub-system 505 (or other form of ADS). Inaddition, in particular embodiments, the record structure 820 mayinclude other fields to indicate whether express consent has beenobtained for the particular number and/or the scope of the consent. Forexample, additional fields may reflect whether consent exists forsending text calls, voices calls, or both. Further, consent may bequalified for certain subject matter or at certain times of the day.

Single List Dialing Processing

In various embodiments, the processing of a single integrated dialinglist may utilize some of the operations associated with processing ofmultiple dialing lists. Turning now to FIG. 9, this figure provides anembodiment of a process flow for processing an integrated dialing list.Accordingly, the process 900 begins with retrieving the initial (ornext) record in the integrated dialing list 805 in operation 905. Thenumber indicated in this record is then analyzed in the context ofindicators stored in the record, the order of which may vary dependingon the embodiment.

For the embodiment shown in FIG. 9, the “Subject to TPCA” field 843 isanalyzed first to determine whether the number is subject to the TCPA inoperation 910. In this embodiment, this field is defined to reflect thata number may be 1) subject to the TCPA prohibition, 2) not subject tothe TCPA prohibition, and 3) unknown as to whether it is subject to theTCPA prohibition. If the number is known as not being subject to theTCPA prohibition, then the number may be dialed using the predictivedialing procedures in operation 935. However, if the number is known asbeing subject to the TCPA prohibition or is unknown as to whether it issubject to the TCPA prohibition, then the “Skip-Trace Number” field 840is analyzed to determine whether the number is a skip-trace number inoperation 915. If not, then the number likely is known as beingassociated with the designated individual (e.g., it is a current number)and processing continues to operation 930. (It is possible that upondialing the number, the number may be found to be obsolete and askip-trace number will be requested.)

At this point, a determination is made as to whether consent has beenprovided by the designated individual to the contact center to use thenumber to contact the individual. For instance, in particularembodiments, the record structure may also include a field that storesan indicator as to whether the designated individual has providedconsent. Thus, for these particular embodiments, the field storing thisparticular indicator is analyzed to determine whether the designatedindividual as provided consent.

If the determination is consent has been provided, then the number isdialed using the predictive dialing procedures in operation 935.However, if consent has not been provided, then the number should not bedialed using the predictive dialing sub-system 505. Instead the numbershould be manually dialed and hence, the process flows to operation 925where the manual dialing procedures are invoked.

However, returning to operation 915, if the number is a skip-tracenumber, then the “Confirmed Status” field is analyzed in operation 920to determine whether the number has been previously confirmed. If thenumber has been confirmed, then the flow continues to operation 930.Note that in particular embodiments the determination for consentconducted in operation 930 may not be required, since it may beexplicitly or implicitly inferred from the number having been confirmedthat consent has also been obtained. This depends, in part, on how the“Confirmed Status” field is defined. Thus, operation 930 may be optionalin some embodiments.

If the number has not been confirmed in operation 920, then the numberis an unconfirmed skip-trace number, which is unknown as to whether itis subject to the TCPA prohibition. Accordingly, this number should notbe dialed using the predictive dialing sub-system 505, but insteadshould be manually dialed. Hence, the process flows to operation 925where the manual dialing procedures are invoked.

Continuing on, once a call has been dialed either manually or by usingthe predictive dialing sub-system 505, if the call is not answered inoperation 940, then the process loops back to operation 905 to retrievethe next record. Not shown are various so-called “housekeeping” detailsthat may occur in particular embodiments, such as incrementing a callattempt counter for that record, recording data of the time and outcomeof the call, noting agent performance, etc. Further, for purposes ofsimplicity, procedures related to handling various other outcomes (e.g.,an answering machine answering the calls) are not detailed. Rather, itis assumed that the call is either not answered, answered by a liveparty, or encounters an intercept announcement indicating that thenumber is no longer in service.

If the call is answered, then a determination is made as to whether thenumber is relinquished (obsolete) in operation 945. Depending on thecircumstances, this may determined by the answering party indicating tothe agent that the number has been reassigned from the designatedindividual or by detecting an intercept announcement indicating thenumber is no longer in service. If a determination is made that thenumber is relinquished, then the process flow continues to operation 955where a skip-trace number is obtained for the obsolete number. Uponreceiving a skip-trace number, the “Skip-Trace Number” field and the“Confirmed Status” field are set appropriately in operation 965.Specifically, the “Skip-Trace Number” field is set to indicate therecord is for a skip-track number and the “Confirmed Status” field isset to indicate the skip-trace number is unconfirmed. In addition, inparticular embodiments, the obsolete telephone number in the “TelephoneNumber” field may be replaced with the skip-trace number. While in otherembodiments, the skip-track number may be stored in another field forthe record. At this point, if there are more records to process asdetermined in operation 970, then the process loops back to operation in905.

Returning to operation 945, if the outcome is that the number is notrelinquished, then the process flow may continue to determine whetherthe number is confirmed in operation 950 (this may assume that a liveperson has answered the call). Typically, this occurs by the agentverbally asking the answering party whether they are the intendedtargeted party, and/or whether the party consents to having the contactcenter use the number to contact the party. If the answer is “yes,” thenthe “Confirmed Status” field in the record is set in operation 960. Ifthe answer is “no,” then the “Confirmed Status” field is not set and theprocess proceeds to determine if there are any more records to processin operation 970. In addition, although not specifically shown in FIG.9, one or more consent fields may also be set in various embodimentsbased on the agent's conversation with the party.

It is noted that the process shown in FIG. 9 is not intended to detailall the operations associated with processing numbers in a dialing listwith respect to various embodiments, and simplifies various aspectsthereof. With that said, FIG. 9 is intended to illustrate but oneembodiment for processing records using a single dialing list whereobsolete numbers may be detected, including how to process numbers thatare indicated as potentially being subject to the TCPA prohibition, andhow to set the appropriate indicators in the call record. Otherembodiments may have more or less steps than shown. The process flowshown in FIG. 9 illustrates that a skip-trace number which is unknown asto being subject to the TCPA and that has not been confirmed should notbe predictively dialed, but should be manually dialed. Once theskip-trace number has been confirmed (and assuming that express consentexists), then that number can be safely dialed using an ADS or someother automatic dialing technique.

Single List Contact Center Architecture

In various embodiments, the contact center architecture for processing asingle dialing list may be different from the contact centerarchitecture for processing multiple dialing lists that was shown inFIG. 5. One such embodiment for processing a single dialing list isshown in FIG. 10A. One aspect of this embodiment that is different fromthe architecture for processing multiple dialing lists shown in FIG. 5is there is a single application server 1005 with a list processingmodule that provides functionality for both predictively dialed callsand manually dialed calls. In essence, a single application server 1005is used for both the predictive dialing sub-system 505 and the manualcompliance dialing sub-system 535. In other words, the applicationserver 1005 includes the functionality of both the application server506 controlling the telephone server for predictively dialed calls andthe application server 532 communicating with the switch 536 formanually dialed calls shown in FIG. 5. It should be appreciated thatalthough this single application server 1005 includes this enhanced setof capabilities, different subsets are typically used for handling thepredictively dialed calls and the manually dialed calls.

Predictive dialing is accomplished using the predictive dialingsub-system 505 which may comprise the telephony server 504 and theapplication server 1005. Agents use telephones that are connected to thetelephony server 504 for handling voice communications. These sameagents use computers, but in this embodiment, the computers areconnected to the application server 1005 via facilities 1022. Theoperation of these components cooperates to process the dialing listthat is maintained in the application server 1005, as described above.

Thus, in this instance, the application server 1005 may select a numberof records in the dialing list that are eligible for predictive dialingand may instruct the telephony server 504 to dial the numbers asappropriate. Upon detecting one of the calls being answered, thetelephone server 504 communicates this detection to the applicationserver 1005 via link 1023, and the application server 1005 then presentsthe appropriate account information on a computer 515A for the agent toview. The agent is then connected to that call using a telephone 510A.In this manner, the agent views information associated with a particularcalled party with whom the agent is connected with.

Meanwhile, either simultaneously or at a different time, the applicationserver 1005 may also identify records for those numbers in the dialinglist that are unconfirmed skip-trace numbers and/or numbers subject tothe TCPA that do not have consent and therefore require manual dialing.Upon identifying such a record in the dialing list, the applicationserver 1005 may communicate the number and related account informationto an agent's computer 515B over facilities 1024. In particularembodiments, the application server 1005 may only communicate a numberto the agent if the number meets a set of compliance requirementsallowing the agent to dial the number. For example, a number may only bepresented to the agent for dialing if the number can be dialed by theagent within the allowable calling window. The agent, upon viewing thenumber displayed on his computer 515B, may then use his telephone 510Bto manually dial the number. The telephone 510B communicates with aswitch 536 to originate the call. Depending on the embodiment, the typeof telephone used and the associated protocol used to convey this to theswitch 536 may be based on any number of technologies or protocols. Theswitch 536 may inform the application server 1005 of the call requestvia link 1027 so that the application server 1005 can track the numberthat was actually dialed by the agent. The switch 536 then proceeds withoriginating the call through the PSTN to an appropriate device such as awireline device 550 or a mobile device 565.

In this architecture, the application server 1005 provides functionalityfor facilitating predictive dialing using the telephony server 504. Italso provides functionality for informing agents of numbers for manualdialing and tracking calls manually dialed using the switch 536.Accordingly, the functionality in the application server 1005 to handlevarious aspects of predictive dialing may not be required or used whenprocessing information associated with manually dialed calls providedfrom the switch 536. Likewise, the functionality in the applicationserver 1005 to handle various aspects of manual dialing may not berequired or used when processing information associated withpredictively dialed calls made by the telephony server 504. Furthermorealthough the application server 1005 coordinates operation of both thetelephony server 504 and the switch 536, the application server 1005 isnot involved in actually making calls itself that is left to thetelephony server 504 and/or the switch 536.

With that said, there may be a number of functions performed by theapplication server 1005 that are common with respect to predictivelydialed and manually dialed calls. For instance, in particularembodiments, the application server 1005 may ensure that any numbers tobe dialed conform to applicable calling windows, regardless of whetherthe numbers are dialed predictively or manually. In addition, inparticular embodiments, the application server 1005 may enforce limitingthe number of calling attempts for any numbers to be dialed within aspecified time frame, regardless of whether the numbers are dialedpredictively or manually. Other functions that may be common for bothtypes of call origination include logging and reporting call attempts,outcomes, durations, measuring agent performance, handling unansweredcalls, recording call dispositions, recording calls, etc.

FIG. 10B illustrates another embodiment of a system using a singleapplication server 1005 for coordinating predictively and manuallydialed calls. A contact center operator may desire that a single agentin a single workspace can be assigned to handle both predictively andmanually dialed calls. Thus, in this embodiment, an agent can do onetype of call or the other at different times. For instance, an agent mayhandle predictively dialed calls for part of a shift and then manuallydialed calls for the remainder of the shift. While in other instances,the agent may switch from one call type to another on a periodic basissuch as daily or hourly, or even alternate on a call-by-call basis.

In the embodiment shown in FIG. 10B, an agent uses a common computer1025 in communication 1026 with the application server 1005 for viewingaccount information for both predictively dialed connected calls andmanually dialed calls. The agent may then use one of two telephoneslocated in his or her workspace, either telephone 510A for conversing ona predictively dialed call or telephone 510B for conversing on amanually dialed call. Again, the application server 1005 is not used forestablishing either type of call per se, just processing the dialinglist and coordinating/communicating with the other components thatactually place the calls, namely the telephony server 504 and the switch536.

Another embodiment is shown in FIG. 10C. In this embodiment, a single“two-line” telephone 1030 is used by an agent instead of having twotelephones in the agent's workspace. For instance, the phone 1030 may bea hard-wired phone as is known to those skilled in the art that iscapable of handling two separate phone lines. Further, this phone 1030could be either a logical or physical telephone. In this instance, thefirst line 1039 for the phone 1030 is used to communicate with thetelephony server 504 for predictively dialed calls and the second line1037 for the phone 1030 is used to communicate with the switch 536 formanually dialed calls.

FIG. 10D illustrates another embodiment that further alters thecommunication aspects of the telephone 1030. In FIG. 10D, a LAN 1035, orother similar facility, is used to facilitate communication between theagent's telephone 1030 and either the telephony server 504 or the switch536 as required. The same LAN 1035 can be used to interconnect thecomputer 1025 with the application server 1005. Thus, FIG. 10D can beviewed as a slightly different logical variation of a single telephone1030 being used for different call types at different times.Accordingly, in this embodiment, the agent's workstation comprises asingle logical telephone 1030 and a computer 1025 that can be used formanually or predictively dialed calls.

Finally, FIG. 10E illustrates another embodiment wherein thefunctionality of the telephone is implemented in the agent's computer1075. This is commonly referred to as a so-called soft-phone in whichtelephone functionality is implemented via software in the computer1075. By adding a headset 1076, the computer 1075 can process bothspeech-in and speech-out for a call. Such soft-phones are well known inthe art, and may rely on various technologies, such as using the sessioninitiation protocol (“SIP”). In this embodiment, the computer 1075 isalso connected to the LAN 1035, and the physical connection between thecomputer 1075 and LAN 1035 may carry both data and digitized voice onseparate logical channels.

It should be mentioned that in particular embodiments, the variousarrangements for interconnecting the telephone and computer in theagent's workstation space as shown in FIGS. 10B-10E may also be appliedto the architecture 500 shown in FIG. 5. Thus, depending on theembodiment, it is possible for a single workspace to comprise a singlecomputer and/or a single phone that can operate with both the manualcompliance dialing sub-system 535 and the predictive dialing sub-system505 shown in FIG. 5.

However, regardless of the embodiment used (e.g., FIGS. 10A-10E, or someother alternative), an agent is presented with an unconfirmed skip-tracenumber or a number that is subject to the TCPA prohibition on hiscomputer that the agent then manually dials using a phone device. Thedialing may be accomplished by the agent pressing digits for the numberon a keypad or dial pad on a physical phone, selecting the digits forthe number on a screen using a pointing device, simply selecting thenumber on the screen using the pointing device (click-to-dial), or viasome other technology.

Assuming a call initiated by an agent for an unconfirmed skip-tracenumber reaches a live person, the agent typically confirms with the liveperson whether the person is the intended/targeted party. That is saythe agent confirms with the live person whether the number is currentfor the intended party and/or whether the number is authorized to beused by the contact center to reach the intended party (e.g., requestconsent). Once confirmed, the agent may then enter a disposition codeinto his computer that is communicated to the application server so thatthe appropriate field(s) in the record for the number are updated toreflect the number has been confirmed. As a result, in particularembodiments, the number no longer needs to be manually dialed when thelist is processed again by the application server and can bepredictively dialed if the live person has provided consent to do so.

An embodiment of a process flow for an agent confirming a number subjectto the TCPA prohibition is shown in FIG. 11. For this particularembodiment, the process 1100 begins with the application serveridentifying the next number to manually dial and presenting this numberand related account information to an agent on his computer in operation1105. In turn, the agent reviews the information then manually dials thenumber using the telephone at his workspace in operation 1110. If thecall is not answered in operation 1115, the process is completed. (Inother embodiments, the application server may retrieve the next recordto manually dial by looping back to operation 1105.)

However, if the call is answered by a live party in operation 1115, thenthe agent may inquire whether the number is associated with the intendedparty in operation 1120. If not, the number is obsolete and the agententers a disposition code indicating such. For instance, the agent mayenter a disposition code to flag the number for removal from the dialinglist in operation 1130.

However, if the number is confirmed as being associated with theintended party in operation 1120, then the agent enters a dispositioncode to flag the number as confirmed in operation 1125. Similarly, theagent may also inquire whether the number can be used to contact theintended party in operation 1135. If so, then the number can beindicated in the dialing list for use in future predictive dialing. Thisis accomplished by setting the flag in operation 1140 indicating thatthe number is not subject to the TCPA prohibition. That is to say, inthis instance there is no need to segregate the number any further formanual dialing once it is confirmed. If consent is not obtained inoperation 1135 to call the number, then the process effectively skipsoperation 1140, and the process is completed for that record.

Thus, in various embodiments, regardless of whether a single-list ordual-list architecture is used in the contact center, once the callreaches the individual, the agent is able to confirm and obtain consentfrom the live party who provides confirmation. Accordingly, theapplication server can then set the appropriate indicator(s) in therecord so that the associated number can be processed properly in thefuture.

FIG. 12 illustrates an embodiment of a process flow at a high level whenthe application server processes a single integrated list. Turning toFIG. 12, the process 1200 begins with the application server retrievingthe next record in the dialing list in operation 1205. Based on thevarious fields in the record, the application server determines inoperation 1210 whether the number should be manually dialed. That is tosay, the application server determines in this instance whether thenumber is a number that is subject to the TCPA prohibition. If theapplication server determines the number is not subject to the TCPAprohibition, then the record can be predictively dialed in operation1215. However, if the application server determines the number issubject to TCPA prohibition, then the process flow continues tooperation 1220 where the server determines whether confirmation has beenreceived from an agent who has confirmed the skip-trace number with ananswering party. If confirmation has been received, then the applicationserver updates the confirmation indication field in the record inoperation 1225. If not, then the flag remains unchanged. In either case,processing for the record is completed and the application serverdetermines in operation 1230 whether there are additional records toprocess in the dialing list.

Although the process flow shown in FIG. 12 pertains to a singleintegrated list, many of the operations for this process flow aresimilar for processing a dual-list approach. For instance, uponconfirming a skip-trace number found in a manual dialing list 220 inoperation 1220, the application server could remove the record from themanual dialing list and added the record to the predictive dialing list220.

Summary

FIG. 13A illustrates an embodiment of a dialing list processing module1330 in a system 1300 constructed according to the principles andconcepts disclosed herein. For this particular embodiment, the dialinglist processing module 1330 manages and processes one or more dialinglists that can either be a single integrated dialing list 1335 or indual dialing lists 1340. Other hybrid arrangements are possible, since asingle list can be logically viewed as multiple lists by applying theappropriate filters and processing algorithms.

Accordingly, the dialing list module 1330 retrieves an appropriate listand processes each number in the list according to whether the numbercan be dialed using an ADS, such as a predictive dialer, or whether thenumber should be dialed manually. If the number can be processed usingan ADS, then the dialing list module 1330 coordinates with theappropriate predictive dialing components 1305. In various embodiments,the dialing list module 1330 may maintain a queue of agents allocated topredictive dialing 1310 and provide the appropriate amount of numbers tothe predictive dialing components 1305 so as to keep the queue of agents1310 busy without overwhelming the agents or causing an excessive numberof calls to be abandoned. While in other embodiments, the predictivedialing components 1305 (not the dialing list module 1330) manage thequeues of agents 1310 and communicate with the dialing list module 1330when additional numbers are needed.

In particular instances, if a number needs to be processed via manualdialing, then the dialing list module 1330 maintains a queue of agentsfor manual dialing 1315. If agents are available, the dialing listmodule 1330 coordinates and provides the information to the manualdialing components 1320. Other variations in this architecture arepossible as well. For example, in other embodiments, the dialing listprocessing module 1330 may interact with agents that can be selected forboth predictive and manual dialing 1313. Although an agent may be in aset of agents which are able to handle either manually or predictivelydialed calls, at any given time, the agent is usually involved in one orthe other, but not both simultaneously.

Depending on the embodiment, the dialing list module 1330 may beimplemented in one or more components, such as the aforementionedapplication server, that are considered as part of the manual dialingcomponents 1320 and/or part of the predictive dialing components 1305.Further, the various components described herein may be premised-based(e.g., co-located with the agent workstations) or may be remotelylocated from the contact center (cloud-based). For instance, it may bepossible to have a premised-based switch in a contact centercommunicating with a cloud-based application server for processingmanually dialed calls.

FIG. 13B illustrates a logical illustration of how the dialing listprocessing module 1330 may fetch a number of records from a list 1370.The list may be one of the previously mentioned integrated lists. Thedialing list processing module may examine various fields in each recordand place the telephone number to be dialed in either a manual dialingqueue 1365 or a predictive dialing queue 1367.

Each queue, in turn, manages a group of agents in a set. In thisembodiment, there are three sets. An agent set #1 1372 is a group ofagents which are available for manual dialing. These agents only handlecalls in the manual dialing queue. Another agent set #3 1376 is a groupof agents which are available for predictive dialing. These agents onlyhandle calls associated with the predictive dialing queue. Finally,there may be a group of agents, shown as agent set #2 1374, which canhandle either manually dialed or predictively dialed calls.

A process flow associated with the processing list module 1330 is shownin FIG. 14. In FIG. 14, the process flow 1400 begins with fetching agroup of records from the dialing list in operation 1405. Typically, forefficiency reasons, more than one record is obtained from the dialinglist at a time. This set may be referred to as a “fetch group.” Forinstance, in one example, the fetch group could be 32 records. Oncefetched, the records are processed one at a time, so the nextappropriate record from the fetch group is selected in operation 1410.Next, the record is parsed so as to identify the value (indicator)stored in the “Subject to TCPA” field in operation 1415.

If the number is determined to be subject to the TCPA prohibition inoperation 1420, then the “Yes” branch is followed and the number isplaced in the manual dialing queue in operation 1425. If the number isdetermined not to be subject to the TCPA prohibition in operation 1420,then the number is placed in a predictive dialing queue in operation1430.

In any case, the process continues by testing whether there areadditional records in the previously obtained fetch group in operation1435. If “Yes,” the process loops back to repeat the process inoperation 1410. If “No,” the process then determines whether anothergroup of records can be fetched in operation 1440. If there areadditional records, then the process loops back to operation 1405, wherethe next group of records is fetched. If there are no further records,then the “No” branch is followed in operation 1440, which terminates theprocess. In this manner, all the records in the dialing list may beprocessed.

Other Embodiments

Applications of various embodiments of the invention are disclosedherein as illustrated in the context of a debt-collector attempting toreach a debtor, and involve the use of skip-trace numbers where thecurrent number for the debtor is obsolete. However, the principles andtechnologies disclosed herein are not limited in applications to onlythis context and can be applied to any context where a new orreplacement number is obtained for a dialing list. For example, insteadof obtaining a current number from a skip-trace vendor, a telephonenumber information provider or directory service provider may be queriedto obtain the current number.

In addition, in particular instances any unconfirmed number detected ina dialing list may provide a basis for a contact center operator tosegregate out that number for manual dialing. For example, a party mayhave consented to be called using an autodialer on a specific number.However, the party may later indicate a new number that should be used.In this instance, the indication may not be clear as to whether the newnumber can be dialed using an autodialer and/or the old number shouldnot be used. Therefore, the contact center may identify the new numberas unconfirmed so that the number is dialed manually until a clearconfirmation of consent is obtained from the party that the new numbermay be used to call him using an autodialer.

In another example, a party may have provided a wireless number withconsent to receive a text message. However, it may not be clear whetherthe consent also applies to receiving a voice call. In this instance,the contact center may maintain information in the record indicating theconsent and confirmation apply to sending text messages but that dialingthe number using an autodialer for a voice call is unconfirmed.Therefore, until consent has not been obtained for a voice call, thecontact center manually dials the number. Thus, it is possible that the“Subject to TCPA” field may contain sub-fields which indicate what typeof call the prohibition applies to. Consequently, the concepts andtechnologies may be used separately for text and voice calls to anumber.

Further, in particular instances, a party may expressly withdraw hisconsent for being autodialed for a particular call type on a particularnumber. For example, the party may indicate that he does not want toreceive any more voice calls at that number but will accept textmessages. Accordingly, an agent may enter a disposition code that causesthe appropriate field(s) in the call record for this party and number tobe updated to reflect that consent has been withdrawn for voice calls.This may be the same default setting that is used until consent isexpressly received. Thus, it is possible that a number may be confirmedand predictively dialed. However, an agent, upon speaking with a partyat a subsequent time, may receive an indication that consent iswithdrawn.

Thus, it should be evident that various embodiments of the proceduresdescribed above with respect to a confirmed number are also applicableto a consented number or a number that is subject to the TCPAprohibition. Consequently, just as an agent may encounter a personinforming the agent the number is obsolete, an agent may encounter aperson revoking consent for the number used. The agent could similarlyenter a disposition code into their computer used at their workspaceindicating that either consent has been altered or that the number ismodified with respect to its status as being subject to the TCPAautodialer prohibitions. The entry of the disposition code may updatethe corresponding field(s) in the record (e.g., the “Subject to TCP” or“Consent” field) that would cause the system to process this number in adialing list for manual dialing, as opposed to predictive dialing. Whichfield(s) are updated may vary in different embodiments. Thus, in thisinstance, a number that does not have consent is treated similar to anunconfirmed number.

It should also be apparent that the particular embodiments describedherein are illustrative. For example, the names and format of theparticular fields in the records for the dialing lists disclosed hereinmay vary from one embodiment to another. The processes used forestablishing and updating the lists may vary as well. Those skilled inthe art will recognize in light of this disclosure that variousalternatives are possible to accomplish the indicated functions.

Application with Preview Dialing

The above description has been illustrated using an ADS that may be apredictive dialer. However, in particular embodiments, other forms ofdialers may be used such as those known in the industry as powerdialers, preview dialers, and other forms. Preview dialing is a form ofdialing that involves presenting information to an agent that typicallyincludes the name and account information associated with a record in adialing list to allow the agent the opportunity to study the accountprior to establishing a call to the party. In various embodiments, theinformation is displayed to the agent for a fixed amount of time, afterwhich the ADS automatically initiates a call to the correspondingnumber. In other embodiments, the agent may review the information untilhe is ready to handle the call, at which time the agent may indicate tothe ADS to initiate the call.

Accordingly, the concepts and technologies described herein can be usedwith preview dialing in various embodiments. For instance, a call thatwas previewed dialed by an ADS may encounter an obsolete number and anagent may indicate a corresponding disposition code. As a result, theADS may obtain a skip-trace number and later when the same record isencountered again, the ADS may determine that the number is anunconfirmed skip-trace number that should be manually dialed.

Seamless Transition to Manual Dialing Upon Encountering a Skip-TraceNumber

As discussed above, a batch request for one or more skip-trace numbersmay be made after processing a dialing list at various times and thus, asignificant period of time may occur between first encountering anaccount with an obsolete number and attempting to contact the accountagain using a skip-trace number. Further, as noted above, an agent maystudy the details of an account prior to placing a call. Though this maybe for a relatively short time (e.g., 30 seconds), it is evident thatthis process is typically repeated if the account is dialed again at alater time. In addition, it is certainly possible that a different agentmay be handling the reattempt using the skip-trace number. Suchoccurrences reflect a duplication of agent time in studying the accountdetails.

To address this issue and to avoid the duplication in effort,embodiments may seamlessly transition to manual dialing using theconcepts and technologies disclosed herein. Specifically, afterencountering an obsolete number (regardless of the form of ADS dialer)and the agent entering the disposition code, the ADS may be configuredto initiate a skip-trace query in real-time and assuming a number isreturned, update the record accordingly. Then, the ADS may indicate tothe agent that a skip-trace number has been obtained and should bedialed manually. The agent can then manually dial the number andassuming the call is answered, the agent is then able to confirm thenumber and enter the appropriate disposition code accordingly. In thisway, the agent is able to seamlessly migrate from processing anautomatically dialed call to a manually dialed call upon encountering anobsolete number. Once the skip-trace call is completed, the ADS maytransition that same agent back to automatically dialed calls. In suchan embodiment, the system may update the “Subject to TCPA” field toappropriately reflect whether manual dialing should occur or whetherautodialing is allowed.

In this mode of operation, it is usually desirable in variousembodiments for the agent to remain at the same physical workspace suchas the embodiments of architectures shown in FIGS. 10C-10E. Preferably,the agent uses the same computer workstation for reviewing accountinformation and system commands for predictive dialing as for manualdialing in order to seamlessly transition from handling an automaticallydialed call to handling a manually dialed call. Such a configurationavoids the agent from moving to another workspace location when handlinga skip-trace call, and having to return to an original workspacelocation to continue handling automatically dialed calls. The same canbe said for the telephone equipment used by the agent for conversingwith individuals that have been dialed by the ADS and that have beenmanually dialed. This helps to minimize the agent impact whentransitioning from an automatically dialed call to a manually dialedcall, and back to an automatically dialed call.

Exemplary Computer Processing Device

FIG. 15 is an exemplary schematic diagram of a computer processingsystem that may be used in an embodiment for any one of the componentsused in the contact center architecture to practice the technologiesdisclosed herein. In general, the term “computer processing system” maybe exemplified by, for example, but without limitation: a personalcomputer, server, desktop computer, tablets, smart phones, notebooks,laptops, distributed systems, servers, blades, gateways, switches, andthe like, as well as any combination of devices or entities adapted toperform the functions described herein.

As shown in FIG. 15, the processing system 1500 may include one or moreprocessors 1501 that may communicate with other elements within theprocessing system 1500 via a bus 1505 or some other form ofcommunication facility. The processor 1501 may be implemented as one ormore complex programmable logic devices (“CPLD”), microprocessors,multi-core processors, digital signal processors (“DSP”),system-on-a-chip (“SOC”), co-processing entities, application-specificintegrated circuits (“ASIC”), field programmable gate arrays (“FPGA”),programmable logic arrays (“PLA”), hardware accelerators, othercircuitry, or the like.

In one embodiment, the processing system 1500 may also include one ormore communications interfaces 1502 for communicating data via the localnetwork with various external devices, including those shown in FIG. 5and FIGS. 10A-10E, as well as with skip-trace vendors. In variousembodiments, communication may be via wired, optical, or wirelessnetworks (or a combination thereof). The communication may use a varietyof data transmission protocols, such as fiber distributed data interface(FDDI), Ethernet, asynchronous transfer mode (“ATM”), or frame relay.

An input/output controller 1503 may also communicate with one or moreinput devices or peripherals using an interface 1504, such as, but notlimited to: a keyboard, a mouse, a touch screen/display input,microphone, pointing device, etc. The input/output controller 1503 mayalso communicate with output devices or peripherals, such as displays,printers, speakers, headsets, banner displays, other components in thecontact center, etc. These may be used, in part, to receive data, suchas dialing lists retrieved from an external database.

The processor 1501 may be configured to execute instructions stored involatile memory 1506, non-volatile memory 1507, or other forms ofcomputer readable storage media accessible to the processor 1501. Thevolatile memory may comprise various types of memory technologies,including, but not limited to: random access memory (“RAM”), dynamicrandom access memory (“DRAM”), static random access memory (“SRAM”), andother forms well known to those skilled in the art. The non-volatilememory may comprise various technologies, including, but not limited to:storage media such as hard disks, floppy disks, read only memory(“ROM”), programmable read only memory (“PROM”), electrically erasableread only memory (“EPROM”), flash memory, and other forms well known tothose skilled in the art.

The non-volatile memory 1507 may store program code and data, which alsomay be loaded into the volatile memory 1506 at execution time.Specifically, the non-volatile memory 1507 may store a dialing listprocessing module 1509 that may perform the above mentioned processflows and/or operating system code 1508 containing instructions forperforming the process and/or functions associated with the technologiesdisclosed herein. The dialing list module 1509 may also access variousdialing list data 1510 disclosed above and process the related fieldsdescribed above. The volatile memory 1506 and/or non-volatile memory1507 may be used to store other information including, but not limitedto: records, applications, programs, scripts, source code, object code,byte code, compiled code, interpreted code, machine code, executableinstructions, or the like. These may be executed or processed by, forexample, processor 1501. These may form a part of, or may interact with,the dialing list module 1509. In some embodiments, the dialing listmodule 1509 may be integrated in another component.

The technologies described herein may be implemented in various ways,including as computer program products comprising memory storinginstructions causing a processor to perform the operations associatedwith the above technologies. The computer program product comprises anon-transitory computer readable storage medium storing applications,programs, program modules, scripts, source code, program code, objectcode, byte code, compiled code, interpreted code, machine code,executable instructions, and/or the like (also referred to herein asexecutable instructions, instructions for execution, program code,and/or similar terms). Such non-transitory computer readable storagemedia include all the above identified computer readable media(including volatile and non-volatile media), but does not include atransitory, propagating signal, nor does it encompass a non-tangiblecomputer readable medium. Non-volatile computer readable storage mediummay specifically comprise: a floppy disk, flexible disk, hard disk,magnetic tape, compact disc read only memory (“CD-ROM”), compact disccompact disc-rewritable (“CD-RW”), digital versatile disc (“DVD”),Blu-Ray™ disc (“BD”), any other non-transitory optical medium, and/orthe like. Non-volatile computer readable storage medium may alsocomprise read-only memory (“ROM”), programmable read-only memory(“PROM”), erasable programmable read-only memory (“EPROM”), electricallyerasable programmable read-only memory (“EEPROM”), flash memory, and/orother technologies known to those skilled in the art.

CONCLUSION

Many modifications and other embodiments of the concepts andtechnologies set forth herein will come to mind to one skilled in theart having the benefit of the teachings presented in the foregoingdescriptions and the associated drawings. Therefore, it is to beunderstood that embodiments other than the embodiments disclosed hereinare intended to be included within the scope of the appended claims.Although specific terms may be employed herein, they are used in ageneric and descriptive sense only and not for purposes of limitation.

The invention claimed is:
 1. A non-transitory computer readable mediumstoring instructions that when executed cause a computer processor to:retrieve a dialing list comprising a plurality of records from adatabase, each record comprising a corresponding telephone number, acorresponding number type indicator used to determine whether to dialthe corresponding telephone number manually or using an automaticdialing system, and a corresponding identifier of a correspondingindividual; analyze a particular record from the plurality of records,wherein the corresponding number type indicator of the particular recordindicates the corresponding telephone number of the particular record isa Voice over Internet Protocol (“VoIP”) telephone number; determine thatthe corresponding telephone number of the particular record should bemanually dialed based on the corresponding number type indicator of theparticular record indicating the corresponding telephone number of theparticular record is a VoIP telephone number; provide the correspondingtelephone number of the particular record to a computer for display toan agent of a contact center for manual dialing; receive a dispositioncode from the computer entered by the agent after the agent hasconversed with an answering party of a call established by the agentmanually dialing the corresponding telephone number of the particularrecord; and in response to receiving the disposition code, modifying theparticular record to reflect the corresponding telephone number of theparticular record may be subsequently dialed using the automatic dialingsystem.
 2. The non-transitory computer readable medium of claim 1,further storing instructions that when executed cause the computerprocessor to: retrieve the particular record from the dialing list at asubsequent time relative to modifying the corresponding number typeindicator of the particular record; after retrieving the particularrecord, use the corresponding number type indicator of the particularrecord to determine the particular record may be dialed using theautomatic dialing system; and provide the particular record to theautomatic dialing system wherein the automatic dialing systemautomatically dials the telephone number.
 3. The non-transitory computerreadable medium of claim 2, further storing instructions that whenexecuted cause the computer processor to: display the correspondingidentifier of the corresponding individual associated with theparticular record along with account information on the computer used bythe agent.
 4. The non-transitory computer readable medium of claim 1,further storing instructions that when executed cause the computerprocessor to: analyze a second record retrieved from the dialing list,wherein the second record comprises a second corresponding telephonenumber and a second corresponding number type indicator indicating thesecond corresponding telephone number may be dialed by the automaticdialing system; and originate a second call by the automatic dialingsystem to the second corresponding telephone.
 5. The non-transitorycomputer readable medium of claim 1, wherein the particular record ismodified to reflect express consent provided from the correspondingindividual of the particular record to be contacted at the correspondingtelephone number of the particular record using the automatic dialingsystem.
 6. A non-transitory computer readable medium storinginstructions that when executed cause a computer processor to: retrievea dialing list comprising a plurality of records from a database,wherein each record comprises a corresponding telephone number and acorresponding number type indicator, wherein the corresponding numbertype indicator is used to determine whether the corresponding telephonenumber is to be dialed using an autodialer to contact a correspondingindividual; predictively dial the corresponding telephone number of aparticular record based on the corresponding the particular recordindicating having received consent from the corresponding individual ofthe particular record to be contacted using the autodialer therebycausing a call to originate by the autodialer, wherein the call isanswered by an answering party; receive a disposition code indicatingthe corresponding telephone number of the particular record is no longerassociated with the corresponding individual of the particular record,wherein the disposition code is received after the agent has conversedwith the answering party; and modify an indicator of the particularrecord in response to receiving the disposition code to reflect that thecorresponding telephone number of the particular record is no longerassociated with the corresponding individual of the particular record.7. The non-transitory computer readable medium of claim 6, wherein thedisposition code is generated by the automated dialing system inresponse to detecting tones generated by a telecommunication serviceprovider handling the call, the tones indicating the correspondingtelephone number is no longer in service or has been disconnected. 8.The non-transitory computer readable medium of claim 6, wherein thenumber type indicator reflects that the corresponding telephone numberis not a Voice over Internet Protocol (“VoIP”) number.
 9. A method forprocessing a dialing list by a contact center, comprising: retrievingthe dialing list comprising a plurality of records from a database by anautomated dialing system, each record comprising a correspondingtelephone number and a corresponding number type indicator, wherein acorresponding individual is associated with each record, and wherein thenumber type indicator indicates the corresponding telephone number is aVoice over Internet Protocol (“VoIP”) telephone number and is used todetermine whether the corresponding telephone number should be manuallydialed or dialed by the automated dialing system; determining by usingthe number type indication that the corresponding telephone number of aparticular record should be manually dialed based on the correspondingnumber type indicator; providing the corresponding telephone number ofthe particular record to a computer for display to an agent in thecontact center; and originating a call from the contact center by theagent manually dialing the corresponding telephone number of theparticular record, wherein digits of the corresponding telephone numberare sent from a telephone device used by the agent to a voice switch inthe contact center processing the call, wherein the voice switch isseparate from the automated dialing system, and wherein the call isanswered by an answering party.
 10. The method of claim 9, furthercomprising: receiving at the automated dialing system a disposition codefor the call from the agent, the disposition code indicating the agent,after manually dialing the call, verified with the answering party thatthe corresponding telephone number of the particular record isauthorized by the answering party to use the automated dialing system inthe future to contact the corresponding individual associated with theparticular record; in response to receiving the disposition code,modifying the particular record by the automated dialing system toreflect the corresponding telephone number of the particular record isto be dialed using the automated dialing system thereby creating amodified record; and storing the modified record.
 11. The method ofclaim 10, further comprising: retrieving the modified record from thedialing list by the automated dialing system at a subsequent timerelative to storing the modified record; analyzing the modified recordby the automated dialing system after retrieving the modified record todetermine whether the modified record indicates the correspondingtelephone number for the modified record is to be dialed by theautomated dialing system; and dialing the corresponding telephone numberof the modified record by the automated dialing system in response todetermining the modified record indicates the corresponding telephonenumber for the modified record is to be dialed by the automated dialingsystem.
 12. The method of claim 9, wherein the particular record furthercomprises a type of number indicator and the method further comprises:determining by the automated dialing system that the number typeindicator of the particular record indicates the corresponding telephonenumber of the particular record is a wireless number.
 13. The method ofclaim 10, wherein originating the call from the contact center inresponse to the agent manually dialing the corresponding telephonenumber of the particular record comprises the agent entering a series ofdigits corresponding to the corresponding telephone number of theparticular record on a telephone device, and the method furthercomprises providing a name of the corresponding individual to thecomputer for display to the agent.
 14. The method of claim 13, whereinthe telephone device transmits the series of digits to the voice switchthat originates the call as a Voice over Internet Protocol (“VoIP”)call.
 15. The method of claim 10, wherein originating the call from thecontact center in response to the agent manually dialing thecorresponding telephone number of the particular record comprises theagent interacting with a telephone device comprising a soft-phone byentering a series of digits corresponding to the corresponding telephonenumber of the particular record that are transmitted to the voiceswitch.
 16. The method of claim 15, wherein originating the call fromthe contact center comprises originating a VoIP call from the voiceswitch in the contact center.
 17. The method of claim 9, furthercomprising: analyzing a second record in the dialing list by theautomated dialing system, wherein the second record comprises a secondcorresponding telephone number and a second corresponding number typeindicator indicating the second corresponding telephone number is to bedialed by the automated dialing system; and originating a second call bythe automated dialing system in a predictively dialed manner based onthe second record indicating the second corresponding telephone numberis to be dialed by the automated dialing system.
 18. A method forprocessing a dialing list by a contact center, comprising: retrievingthe dialing list comprising a plurality of records from a database by anautomated dialing system, each record comprising a correspondingtelephone number, a corresponding number type indicator, and acorresponding identifier of a corresponding individual associated withthe record, wherein the corresponding number type indicator indicateswhether the corresponding telephone number is not a Voice over InternetProtocol (“VoIP”) or a wireless telephone number; analyzing a particularrecord among the plurality of records by the automated dialing system,wherein the corresponding number type indicator of the particular recordindicates the corresponding telephone number of the particular record isnot the VoIP or the wireless telephone number; determining by theautomated dialing system that the corresponding telephone number of theparticular record should be predictively dialed based on thecorresponding number type indicator of the particular record indicatingthe corresponding telephone number of the particular record is not theVoIP or the wireless telephone number; originating a call from thecontact center, wherein the call is answered by an answering party;receiving a disposition code at the automated dialing system indicatingthe corresponding telephone number of the particular record is no longerassociated with a particular individual associated with the particularrecord; and modifying the confirmation indicator of the particularrecord by the automated dialing system to reflect the correspondingtelephone number of the particular record is no longer associated withthe particular individual.
 19. The method of claim 18, wherein thedisposition code is generated by the automated dialing system inresponse to detecting tones generated by a telecommunication serviceprovider processing the call indicating the corresponding telephonenumber is no longer in service or has been disconnected.
 20. The methodof claim 18, further comprising: connecting the call with the agent;determining by the agent conversing with the answering party thatconsent no longer exists to use the corresponding telephone number ofthe particular record to call the individual associated with theparticular record; and providing the disposition code by the agent usingthe computer.